Career Opportunity - Customer Experience

We make Burp Suite, the world's most widely used software for web security testing. Our cutting-edge software is used by over 77,000 customers in 162 countries to help them secure their web applications, and our educational and research output is used by millions of people globally to learn about web security.

Role details: Growth Team: Customer Experience

Timeframe: Permanent position.

Location: Knutsford, Cheshire, United Kingdom.

We are minutes from the M6, and easily commutable from Manchester, Stockport, Wilmslow, Warrington, Chester, Crewe, Macclesfield, and Northwich.

Salary: We pay excellent salaries above the normal market level, and this is always determined based on your individual skills and contribution.

Benefits: Share options, 8% employer pension contribution.

Discover why we work better together

Life assurance: 4x salary.

Income protection: full pay for first 6 months of incapacity followed by 75% of salary plus pension contribution.

Private medical insurance (Bupa).

Holidays: 25 days plus public holidays.

Working hours: Core hours are 9am to 5pm, with flexibility to start any time between 8am and 9.30am.

Apply, or ask any questions

About you

You are able to balance fast-paced delivery with attention to detail and genuinely enjoy tasks that others might find repetitive.
You think outside the box and are always looking for new ways to improve processes.
You love interacting with people. You're a great communicator and find it easy to build a rapport with others. You're passionate about teamwork and are always willing to do your bit.
You have a good knowledge of CRM systems and know how to get the most out of them.
You're able to quickly pick up new technologies and products to help aid your productivity.
You get a kick out of helping people and feel most satisfied when you're able to do so.
You enjoy solving challenging problems and gaining new skills and experience.
You're eager to learn and grow. You can quickly adapt to new ways of working and you enjoy new challenges.

The opportunity

This role sits within the Customer Experience (CX) team, who are part of the Growth Tribe at PortSwigger. You will engage with a variety of activities, working with the wider Growth Tribe as well as different teams across the entire business in some of the key areas below:

Responding to customer queries promptly and accurately, answering their questions and providing a world-class customer experience.
Using data to make informed decisions such as rapid triage response and prioritization of tasks.
Identifying customer insights and trends, using these insights to increasingly delight our customers.
Delivering new processes and optimizing current ones, looking at how to scale and improve them.

Qualifications

Educated to degree level - 2:1 minimum.

Essential skills/experience

Delivery focused - prior experience working with high volumes of inbound customer queries,
Customer centric - 3-5 years' experience in a customer service role.
Experience with process improvement/delivery optimization.
Commercial awareness - ability to apply this to a customer-focused role.

Desirable skills

Experience of working in the tech industry is desirable, but not essential.
IT market knowledge, particularly within the cybersecurity industry.

Why join PortSwigger?

We are a passionate group of people from a diverse range of background who work together to produce amazing outcomes for our customers and our colleagues.
- See why our colleagues love coming to work and get a good feel for what we do via our blog, LinkedIn company page and Twitter.
Our culture is our most important superpower, and our biggest differentiator as an organization.
- To find out more about the culture at PortSwigger, how we work together as a business and the way we operate on a day-to-day basis, read our Staff Handbook.
We give everyone the chance to drive their own professional and personal development whilst getting all the support they need from their team leaders and Tribal Elders.

Rewards and benefits

We firmly believe in paying people what they're worth, not just what we can get away with or what they could earn elsewhere. We pay excellent salaries above the normal market level which is always determined based on individual skills and contribution. 95% of our people report themselves as mostly or completely satisfied with their salaries and benefits. In addition to a generous base salary, we offer share options and a comprehensive benefits package.

More information can be found on our rewards page.

Meet the Swiggers

We are a diverse group of people with a wide range of interests and backgrounds. What Swiggers have in common is that they all love their work and are exceptionally good at what they do.

Jess H, Culture Champion

Mike S, Software Developer

Mohamed H, Software Developer

Meet the Swiggers

Vacancy

Growth Team: Customer Experience

An exciting opportunity to join PortSwigger - a high-growth, product-led tech business - to help serve and delight our customers.

Humans aren't resources. PortSwigger is its people; they aren't just a means to the company's ends.

Role details: Growth Team: Customer Experience

About you

The opportunity

Qualifications

Essential skills/experience

Desirable skills

Why join PortSwigger?

Rewards and benefits

Meet the Swiggers

What to expect from the application process

Why work at PortSwigger?

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