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Senior Technical Operations Executive (Maternity Cover)

Mention Me

Mention Me

IT, Operations
London, UK
Posted on Monday, June 3, 2024

Who we are

Hi, I’m Carl, Client Success Operations Manager at Mention Me and I’m hiring! Before I tell you more about the role, here's a little bit about Mention Me and what we do.

Becoming a Mentioneer means you’ll be joining our Customer Advocacy Intelligence® movement, which is changing the world of marketing.

Our data-driven Advocacy Intelligence Platform equips brands to drive growth through their fans by encouraging and rewarding personal recommendations.

There’s a good chance you’ve already come across us while online shopping from Puma, Michael Kors, ASOS, Ray Ban, or any other of the 500+ brands we work with.

We’ve delivered more than 5.5m referrals totalling over $2bn in revenue for our clients.

Now, our mission to make all brands think advocacy-first is stepping up a gear, and you might be just who we need to help us.

The Role

Do you love being an expert in a product, have technical support experience, excellent communication skills and a keen eye for detail?

We are looking for a Technical Operations Executive to join our five strong team, responsible for providing the best technical support and becoming a product knowledge specialist within our revolutionary Advocacy Intelligence Platform.

You’ll work closely with fellow operations colleagues, as well as the onboarding, the engineering and the product teams to ensure quick and efficient resolution and implementation of external and internal requests.

The scope of the role is broad, touching every part of the Tech Operations wide range of tasks and will experience change... a lot of change, fast. Excited? Read on!

What you’ll do:

  • You’ll triage incoming technical enquiries from our clients and fellow Mentioneers, and prioritise within agreed SLA’s, taking ownership of any technical issues
  • You’ll work with the Client, Engineering, and QA teams to make sure issues are resolved successfully and quickly
  • You’ll support our Onboarding team with any testing and integration escalations
  • You’ll become a technical expert to support the Mention Me platform, which may cover a wide range of topics such as: product configuration, web debugging, (Javascript, CSS, HTML), API, troubleshooting, data transfer via SFTP, Webhooks, etc
  • You’ll bridging the gap between any external and internal questions and the Engineering team
  • Documenting known solutions to improve future efficiency
  • Proactively identifying potential issues with the referral schemes and being responsible for flagging them to clients and getting them resolved
  • You’ll support the Client team with technical implementation on multiple ecommerce platforms, (Magento, Shopify, Salesforce commerce) and troubleshooting

We'd really like to hear from you, if...

  • You have a minimum of three years experience in a tech support role within a SaaS business
  • You have a solid understanding of web technology and computing skills
  • You prioritise doing the best job for your clients and colleagues that you possibly can
  • You’re organised, and have a thorough approach to timely delivery of great quality work
  • You are an excellent communicator, both written and verbal
  • You enjoy the pace of a scale-up, and the hands-on, mucking in together, approach

What you’ll get:

Here are some of our favourite perks and benefits, but we have so many more!

🏡 Remote and Hybrid working.

​​🏥 Private medical insurance with Vitality, including: mental wellbeing support, a range of lifestyle benefits and great incentives

👩🏾‍⚕️ Major dental, vision, and life insurance policies.

📚 An annual learning and development budget

🤲🏾 2 Celebration Days: additional time off for you to celebrate religious days, cultural events, birthdays, anniversaries, or any other significant day that’s important to you

👨‍👩‍👧 Enhanced parental leave

🌴 25 days holiday plus public holidays, alongside additional days for being a Mentioneer

🏆 Monthly prizes for being amazing! Values Awards and Customer Love awards, and Founders’ Award for Awesomeness. Win up to £500 cash, vouchers, meals out and trips away.

🤩 Regular social events, from chocolate-tasting and pottery-making to poker nights and picnics

💻 All the up-to-date tech you’ll need (we love Macs)

🫶🏼 Short and long-term disability support

Diversity, equity and inclusion

We celebrate every Mentioneer, exactly as they are. We don’t shy away from breaking down systemic discrimination in society, or from difficult conversations and decisions. We’re committed to being a force for change. You can read more about how we’re doing this and always learning, by looking at our blogs here.

The same goes for our recruitment. We welcome every application, regardless of race, religion or belief, ethnic origin, physical ability, family structure, socioeconomic status, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity. If you’d like to find out more about diversity and inclusion at Mention Me, get in touch.

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