Location:
Hybrid position with your office based Norfolk, VA. Includes occasional travel around the US and Canada.
Salary:
Competitive salary – $45,000 – $55,000.
About Citrus-Lime:
Citrus-Lime is an exciting high-growth SaaS business providing a Cloud-based POS system to small and mid-sized retailers. We compete and win against large tech giants. We are profitable and growing fast with within the United States, whilst continuing to expand in the UK and Europe.
We’ve revolutionized the way that UK cycle retail works and helped SME companies compete and succeed against larger businesses. Following our successful rollout into the US market in 2022, we are looking to grow our US team.
We are looking for a Customer Support Team Member based in the USA to join the team, providing first-line support to our customers. This is a mix of providing guidance if they are not sure how to do something, troubleshooting, and more in-depth problem-solving. You will also work with new customers, offering training to them as they onboard with Citrus-Lime. You will work closely with various teams in the company, from Design to Development, finding solutions and ensuring a high level of customer service throughout. Customers get in touch on the phone and over live chat, so excellent communication skills are essential. Logical thinking, excellent organization, and a positive, determined attitude will serve you well in this role.
Key responsibilities:
- Provide first-class service to existing retail customers .
- Analyze problems and issues, seeking resolution and keeping customers informed throughout .
- Effectively escalate support cases to the internal development team when required.
- On occasion, you may be required to travel around the US and Canada to visit clients.
- Initial training will require a two-week trip to the UK.
Essential Skills:
- 1 – 2 years of customer service experience.
- A sound grasp of ICT skills such as using MS Office .
- Strong verbal and written communication skills .
- Excellent organization and time-management.
- Upbeat and friendly attitude.
- Able to pick up new systems with ease.
- Passport and driving licence are required.
What’s in it for you?
- Hybrid working, with your office based in Norfolk, VA.
- Regular video calls and in-person catch-ups with colleagues.
- Contracted 40 hours per week (5 days per week with alternate Saturdays once fully trained).
- 20 days holiday plus public holidays.
- 401K plan.
- Competitive salary – $45,000 – $55,000.
- Rapid salary progression for those who demonstrate hard work and ability.
- Work alongside passionate and experienced people.
- Close engagement and support with management.
- A meritocratic environment that demonstrably rewards results.
If this sounds like the role for you, we’d love to hear from you. Please send your CV and accompanying cover letter to Talent@citruslime.com
A career change can be daunting, but our amazing helpdesk team took the leap, here is what they have to say:
“Joining the Helpdesk at Citrus-Lime was a real change of direction for me – I was a primary school teacher, and before that an Editor for a publishing company. I had never worked in customer support in the past, but the team at Citrus-Lime had faith in me and helped me to grow into the role. I have been able to use lots of my existing skills, such as training, and develop plenty of new ones. It is exciting to work for a company where the product is always improving and changing, as it challenges you to keep building on your own knowledge.”
“With a background in Primary School Education and then Wedding Planning, applying for the job at Citrus-Lime was a big leap for me! My technical knowledge was very much limited to Excel Spreadsheets, but with the support and guidance of the team, I have already gained a wealth of knowledge and continue to challenge myself each day.”
“I previously worked as a General Manager of a Hotel, so joining the Citrus-Lime Team was something completely new for me. Having no technical background, except for MS Office, I was a little apprehensive that I may not be suitable for the role. But with the guidance of the team, I have gained knowledge and the tools to succeed within my role. Citrus-Lime endorse hard-work and commitment, both of which I have a great deal of. I look forward to my future with Citrus-Lime and the opportunities along the way.”
