Applied is the platform for unbiased hiring. 

We’re pushing back against outdated hiring practices by rebuilding the process and leaving CVs behind. Our product is a result of scientific research, data-driven methodologies and has purpose: it removes flawed signifiers, mitigates biases, and surfaces the best candidates, taking the guesswork out of hiring.

Given what we do, we’re keen to build diverse teams and offer flexible and part-time working hours. We trust people to work enough hours to do good work, at times that suit you and your team.

You can read more about us in the New York Times, Harvard Business Review, TechCrunch and New Scientist and learn more about how we give Candidates useful feedback here. 

The job opportunity

You'll join our existing customer support within the product team. Your day-to-day job would involve moving from one-to-one interactions with customers, solving their needs and encouraging them to get the best from what we offer, to thinking of ways to improve and systematise our customer support and care. You'll also provide vital input on product strategy by distilling the needs of the customer and channelling them across the team.

You'll be part of a small but very ambitious team - a key part of this role will be prioritising where to focus and helping the wider customer and product teams to implement scalable ideas for further growth and outstanding customer experience. You’ll work closely with the Product, Customer Success and Sales functions, so knowing how to balance short term wins with longer-term planning will be an important aspect of this role.

Our Customer Support Representative:

• Should be passionate about making products that delight our users

• Have great listening and communication skills with a natural empathy for our users

• Should be able to collaborate effectively, asking questions to get to the bottom of user queries and needs and resolving as much as possible on their own before escalating or delegating to others

• Prioritise tasks to achieve both immediate goals and longer-term vision

• Be data-driven and eager to find ways we can improve our processes

• Have a love for learning - in a startup, none of us have all of the answers, so an openness and willingness to constantly learn is essential

In your first 6 months at Applied you'll:

• Get to know our product, customers and the impact the platform generates for them, as well as understanding common behaviours and misunderstandings

• Support our customers. No matter how well we design our product, there will always be questions from users. You will be answering queries while also diagnosing and solving the root causes of any issues.

• Work closely with our Tech, Product and Customer team to improve the user experience and deepen the relationships with customers.

• Provide customer feedback to the product team. You'll be a key link between customers and our product team. As you represent the voice of our customers' you will be actively involved in how we can improve the product further.

• Troubleshoot. Sometimes customers report issues they're experiencing and it's not immediately clear where the problem lies or how it happened! You will have a leading role in investigating and recreating those issues by working closely with the Product and Tech team.

• Create and improve content for our Knowledge Base, the Applied collection of best practices that help our customers hire well

• Identify and implement ways to evolve our support strategy. Scalability and consistency are key to Applied’s continued growth, so they're critical to continuously improving and testing new processes. You’ll take your learnings from customer interactions to revamp, improve or even completely overhaul processes. This can include things like identifying opportunities to report on support themes to different business functions, repeated questions to answer in our FAQs or frequent misunderstandings of product experience

Like the rest of the Applied team members you'll benefit from

• Equity in the business

• Wellbeing benefit and access to Spill

• Remote working budget 

• Internet allowance

• Learning & development budget

• Involvement in other aspects of the business, from product prioritisation, customer management and training, to shaping team culture

• Being part of something that's both commercially successful and socially important

We’re working remotely first and have a small office available in London. Our general aim is to have 2 away days throughout the year so we can all meet in person at least a few times a year. 

What are the next steps?

You don't need a CV, just your brain

Our process is progressive - Instead of submitting a CV, you’ll answer 2 work-related questions. Our goal is to assess your approach to a problem and better understand what knowledge and skills you have. 

Your answers will be anonymised, randomised and reviewed by the team. We use these scores to shortlist and ask successful candidates to submit a couple more answers.

If you're shortlisted, we’ll invite you to interview. Also, we love giving feedback, so at the end you'll see how well you performed at each stage of the application process.

Right to work: We do NOT provide visas so please only apply if you have a right to work in the UK.

While we aim to keep the role open to application for at least 2 weeks, we've previously seen very large volumes of applications , so the closing date may move forward. If you're unsure, do try to complete your application and submit it as soon as you can.