Yoto Hiring for Customer Happiness Agent (UK or Romania based) Full Time

We’re looking for a Customer Happiness Agent based in the UK or a Contractor in Romania, who is able to commit to an afternoon / evening shift, to play a key role in delivering outstanding customer support across all platforms.

Nice to meet you!

Yoto puts kids in control of an inspiring world of audio.

Our screen-free audio players let kids listen, learn and play at their own pace. All while making sure they’re safe to explore what inspires them.

The award-winning Yoto Player launched in 2020, just before the big you-know-what. Now you can find it on play mats, kitchen counters and bedside tables all around the world. Yoto Mini, our portable player, launched in late 2021 and is already accompanying kids on some incredible adventures.

The Yoto Card Store has more than 700 titles from some of the world’s best creators, publishers and labels. We also create Yoto Originals like this one (https://yotoplay.com/collections/library/products/phonics-part-1). Oh, and this one too (https://yotoplay.com/collections/library/products/lets-move)!

The Yoto Customer Happiness Team

We are fortunate to have a wonderful, growing community of Yoto customers, and the Happiness Team has the crucial job of looking after them.

Our potential and existing customers like to get in touch with us from all regions of the world, although most are located in the UK and USA, and they can contact us through many channels, including email, live chat and social media.

The main aim of the team is to provide an unparalleled 24/7 support service to customers across all platforms.

The role

We’re looking for a Customer Happiness Agent to join our Customer Happiness team as soon as possible. You will play a key part in delivering outstanding customer support across all platforms. You will improve your abilities through training and support from Yoto, improve the service to our customers through your approach and the help you provide, and improve our products through the feedback you give to our management, development and technical teams through the systems you use.

We want to find someone outgoing, positive and team-minded who is able to communicate easily and effectively with customers.

What you’ll be doing:

• Live chat and email support to all Yoto customers for all current and legacy products following brand guidelines, language and approach
• Social media support across all channels
• Support customers through Amazon and other marketplaces
• Providing service cover to agreed levels/hours and being adaptive as required for seasonal peaks
• Meeting activity targets and logging customer feedback to allow product and experience improvements
• Pre- and post-sales first line technical advice and support to all Yoto customers, with knowledge base and assistance from Yoto technical team
• Arrangement of returns and replacements for customers
• Working with the Marketing team to present a consistent approach across all customer-facing channels.

What you’ll bring:

• Availability to start immediately / as soon as possible
• Located in the UK or Romania (where one of our Customer Happiness Team Leaders is based)
• Must be able to commit to a shift of 1pm-8pm GMT (3pm-10pm EET) most weekdays, with some occasional weekend work (a half day once or max twice per month)
• Experience in a similar customer support / happiness role (ideally with experience of ‘connected’ products)
• Proven history of team, policy and process development
• Customer obsessed, with an ability to communicate clearly, politely and in a literate yet friendly manner
• Good proactive solution proposals, acting to ensure customer happiness
• Ability to clearly and empathetically resolve technical matters with customers
• Comfortable working remotely using your own computer set-up as well as a variety of cloud-based software solutions – proven success in a remote working role would be advantageous
• A friendly, positive and outgoing personality with a hands-on mentality, willing to roll your sleeves up, and deliver to agreed targets
• Team player – happy to roll up your sleeves and get stuck in, in order to get the job done
• Ideally, but not a prerequisite, Gorgias/Zendesk/Front or similar help desk solution experience
• Ideally, but not a prerequisite, experience with Shopify
• Ideally, but not a prerequisite, fluency in French or Spanish

What we offer in return:

• Generous EMI share options – we’re all invested in Yoto’s success
• Hybrid working with a choice based approach – if UK based we would love you to come into the office once a month, however if Romania based this role would be fully remote
• A Work from Anywhere policy giving you the opportunity to work from a different location for a temporary period
• 25 days’ holiday per year, plus bank holidays
• Yoto player and starter pack of cards
• 2x volunteer days a year
• Central London office in Kings Cross (if UK based)
• A collaborative tech-focused creative environment
• Company socials and celebrations, including our annual YotoFest

Salary: £26,000 per annum / Contractor rate and benefits to be discussed if based in Romania

About Yoto

We’re a Series A tech company with a well-funded and fast-growing international team.

Our offices are in London and New York, and in 2023 we’ll be expanding further into Europe. We have in-house expertise in hardware and software, technology development, product, marketing, commercial and retail.

We’re excited to build and develop a tight-knit and energetic team to help make Yoto the next great family brand!

Yoto spans the kids’ audio, tech, entertainment and edtech industries, and our products have won awards in innovation, play and education categories. Time Magazine even named Yoto Player one of the Best Inventions of 2020.

Our Card Store includes 700+ titles from the world’s best rights-holders including Disney, Penguin Random House, Mattel, Harper Collins and Sony Music. We also produce our own Yoto Originals, often with award-winning collaborators.

Flexible working and autonomy are key to life at Yoto. We support working parents because we know that life and work need to work together. And just as we share audio content from a diverse community of creators, we also strive to build an inclusive team. Our passionate Diversity, Equity & Inclusion (DE&I) group raises new voices, beliefs, and perspectives to help everyone at Yoto feel heard. Check out our website for more info on our approach to DE&I. (https://uk.yotoplay.com/people-and-planet)