We are looking for a Senior Customer Support Executive to join our team, working fully remotely from anywhere in the country. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Support, Communication and CRM to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 6 to 10 years of relevant experience and strong, practical knowledge of Customer Support, Communication and CRM. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds. Experience leading projects, mentoring others and influencing decisions will set you up for success in this role.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Ember Media is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Senior Customer Support Executive at Ember Media, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Drive planning and prioritisation for your area, balancing short-term delivery with long-term goals.
- Build alignment across stakeholders and resolve competing priorities constructively.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Contribute to process and tooling improvements that make support faster and better.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Track account health and identify opportunities for expansion and advocacy.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Build strong, trust-based relationships with internal and external stakeholders.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Plan and manage your workload to balance quality, speed and competing demands.
What we're looking for
6-10 years of professional experience in a Customer Support Executive or similar roleStrong working knowledge of Customer Support, Communication and CRM
Bachelor's degree in Business Administration (Master's preferred)
Excellent communication, problem-solving and teamwork skills
Benefits
At Ember Media, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Regular recognition and appreciation for great work, both publicly and privately.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Employee stock options (ESOPs), giving you a genuine stake in the company's growth and long-term success.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
Education
Bachelor's degree in Business Administration (Master's preferred)