Posted on: 
June 29, 2024

Customer Support Specialist (1pm-9pm UTC shift)

Job Description

V7 turns data into trustworthy AI, powering products that solve our customer's toughest problems. Our flagship product, V7 Darwin, helps companies accelerate the process of building trustworthy AI models, while our generative AI platform, V7 Go, lets customers build multi-modal solutions, with scalable, reliable, and no-code workflows.

V7 Recently raised a $33m Series A including the AI Fund @ Radical Ventures, and are backed by some of the best minds in AI, from Ashish Vaswani (Invented Transformers, the basis of GPT) Oriol Vinyals (Google Deepmind and Gemini co-lead), Christian Szegedy ( and AI leadership at Amazon, X, Isomorphic, and Google. V7 is used to power AI’s rollout at Fortune 500 organisations including Bayer, Boston Scientific and Genentech.

Check out V7 Go, our latest product that you will be working on in this 60 second video here:

About the role:

This position has become available due to some internal mobility into our Engineering and Customer Success departments. As a Customer Support Specialist, you will be responsible for managing V7's customer communication through email, chat and the occasional screen share, responding to support queries from customers and leads. Expect to have < 20 and high impact customer conversations a day.

You will coordinate with multiple internal teams: with Product and Engineering for bug resolution and product feedback, and with Sales, Customer Success, and Account Management to ensure that every V7 customer is set up for success.

Nothing is more important to a young company like ours than the excellence of our employees - in their performance, psychological wellbeing, and culture. We work hard to create a collaborative, high-trust environment for outstanding people to do outstanding work together, and we actively encourage vision and ownership in your role.

What will I be doing:

  • This role is to cover our UTC time zone shift, so you'd be working 1pm-9pm UTC; a great opportunity for someone within this time zone or outside of this timezone who prefers working outside of the regular 9-5.
  • Responding to V7’s customers over email, chat, and screen shares.
  • Troubleshooting and investigating customer-reported bugs.
  • Reporting bugs to our Engineering Team and providing customer updates.
  • Collecting and sharing user feedback with our Product Team.
  • Collaborating with other customer-facing functions like Customer Success and Sales to create an industry-leading customer experience.
  • Contributing to V7’s ~95% CSAT and G2 top-rated support experience.

What are we looking for:

  • Experience working in customer-facing support role in a B2B SaaS environment.
  • Logical, problem-solving thinking, ability to work unassisted, without a script.
  • Fluency in English with excellent soft-skills.
  • Experience in a high/hyper-growth environment preferred, with a proactive attitude.
  • Thrived as a another fast-paced SaaS startup or scale-up during a high-growth phase.
  • Flexibility - this role may require some shifts outside of typical working hours.
  • Preferred to have: Experience with Python and cloud integrations.
  • Preferred to have: You have demonstrable experience at the frontier of AI, including the applications of Large Language Models and GenAI.

What’s in it for you:

  • Remote role, open to UK and EU countries.
  • Top 15% quartile stock options through a EMI scheme.
  • Private Healthcare via Vitality.
  • Learning and Development wallet of £800 per year.
  • Monthly well being and mental health budget.
  • Personalised benefits platform via Thanks Ben.
  • Enhanced parental leave.
  • 4-day company wide retreats in stunning locations.
  • Soho London HQ office with a barista, fresh fruit, and other amenities.
  • Paid tickets, accommodation, and travel to relevant conferences, nationally or internationally (NeurIPS, ICCV, CVPR, ...) to expand your network & knowledge during normal times.

What's the interview process: 1st Hiring Manager screen, 2nd Written exercise, 3rd Interview with Head of Customer Success and 4th stage panel interview and task (2 hours).

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