A Day in the Life of a Customer Support Associate
By: Rebecca Deluce
Tags: Customer Success, Customer Support, Proptech

Where it all began

Starting a new job during a pandemic, being trained up from home, and working in my shoebox-sized home office was not something I expected to happen last year. I worked in retail full time prior to starting here at Street Group, so I have to say, I welcomed the opportunity to stay at home with my cats and consume endless amounts of free(ish) coffee!

Following my work in events, customer service and administrative roles, I joined Street Group to challenge myself and learn something new, whilst utilising my experience of customer-facing roles. The Customer Success team I work with on Spectre have been nothing but supportive and encouraging throughout this whole experience. The road has been a rocky one for everyone this past year but having a great team there to support you in your learning and in the daily difficulties of work-life are the things that make Street Group feel more like a group of friends or family working together, rather than just a business.

The day to day

My typical day starts with checking inboxes, support tickets, and any other customer queries that have come in following the previous day. This can be anything from showing someone how to use a feature in their Spectre account, providing copy invoices, or resolving an issue they are experiencing. Each day is different and personally, I really enjoy how unpredictable the job is. Having to investigate and research different areas of the system to resolve unexpected issues that pop up throughout the day is something I’ve done in most of my previous roles. It keeps me on my toes, which, I love as it allows me to learn something new every day!

Our support team is responsible for answering any customer calls, so our days vary on how busy they can be relating to the number of calls, emails and support tickets that come through from our customers. When I’m not assisting a customer, I have the responsibility of closing accounts, organising areas of finance and inboxes, as well as contacting customers who may need some help in using the system a little better.

I also assist the other Customer Success and Sales team members with tasks that need to be completed. This can be setting up accounts, creating reports and spreadsheets, uploading data for customers, etc. Like our customer queries, these tasks are ever-changing and differ in the amount and topic all the time.

What makes Street Group stand out

The most important aspect I think of our team is how every member is willing to pitch in to help manage the workload. When I first started last December, it quickly became very busy for all areas of the team. Yes, it has felt a little chaotic and challenging at times, but having our daily morning and evening meetings to catch up on each team’s day has ensured we’re all supported and that if any help is needed, all anyone needs to do is ask.

Within the first week of my being at Street Group, I signed myself up to join the Social Committee for Events & Wellbeing at the company. We meet up fortnightly to discuss what events we can plan for the upcoming month to celebrate with the team. Since being here, we’ve put on events for International Women’s Day, A Gin Tasting session, Eid, Mental Health Awareness week, Best Company Awards event, and that’s just to name a few! There are so many things to get involved with at Street Group, and with the events we do, anyone can join in the meetings or suggest events to organise.

What I’ve learned so far

Since joining the team six months ago, I’ve really enjoyed getting to know the product and the team. For someone who knew embarrassingly little about the estate agency world and PropTech, I’m proud of the work and commitment I’ve made in throwing myself into this industry and learning all there is to know. With the current market being unlike any other time previously as a result of the pandemic, it’s an interesting time to be a part of this industry. Everything seems new and exciting, and with Street Group creating new features and products that are better suited to the times we’re in and for our customers is inspiring to be a part of.

My impact on the Customer Success & Support team

I think the biggest impact I’ve had on the team is my management and keeping on top of the organization of our team’s daily tasks, in addition to my work on our Customer Support OKR’s. In the first quarter of this year and my first few months at Street Group, myself and Customer Success team member Dan Q, achieved 79% on our Customer Support OKR, with the target being at 80%. As it was such a busy time, both in the market and at Street Group, being so close to achieving this stretch goal within the first few months of being at the company really motivated me, and reassured me that my imposter syndrome was ridiculous!

One area Street Group really promotes is being an expert in your field. Having a Learning & Development budget for each team member really gives you the opportunity and ability to take your career and the skills you want to learn into your own hands. Whilst I haven’t made use of mine just yet, I already have a few ideas in mind that I’d like to progress with.

Even after only being here for 6 months, I can’t wait to see what happens next with Street Group and how I can develop my skills even further for the team and our products!