Support Executive
Are you someone who genuinely loves helping people and takes pride in leaving every conversation better than you found it? Airship / Toggle has an exciting Support Executive opportunity!
Location: Sheffield, S2 5QX (Hybrid, 4 days in office)
Salary: £26,228 per annum
Job Type: Full Time, Permanent
Hours: 37.5 hours per week
About Us:
Airship/Toggle is a leading hospitality SaaS company that has been transforming how hospitality businesses deliver exceptional guest experiences. Our platforms simplify operations, enhance communication, and unlock revenue growth for hospitality businesses across the UK. We pride ourselves on a culture of collaboration, innovation, and thoughtful excellence, where every team member takes ownership and makes a real impact.
Support Executive - The Role:
You will be the first voice our hospitality clients hear when they need help. You will handle incoming queries with warmth and precision, build trusted relationships with clients, and work closely with our wider team to ensure nothing falls through the cracks. This role combines customer support, relationship building, organisation, and a proactive approach to using AI tools to work smarter and faster.
Support Executive - Key Responsibilities:
- Respond to incoming client queries via our support system with accuracy, empathy, and professionalism, troubleshooting and resolving issues efficiently
- Communicate confidently with clients both in writing and over the phone, building trusted relationships and staying calm during difficult conversations
- Manage multiple conversations and priorities at once while maintaining accurate records and consistent quality in all communications
- Identify patterns in recurring issues and contribute to improving internal processes, help articles, and knowledge bases
- Actively seek out and apply AI tools to improve efficiency and the quality of your work
- An excellent communicator with strong written and verbal skills, genuinely comfortable speaking to clients on the phone
- Calm and solutions-focused under pressure, with the ability to juggle multiple conversations and priorities without losing focus
- Technically capable with the ability to pick up new systems and products quickly, and proactive in exploring AI tools to find smarter ways to work
- Experience in customer service or client support is essential, with a background in hospitality as a bonus
- A problem solver who takes ownership, shows accountability, and brings energy and optimism to every interaction
- 33 Days Holiday (incl. bank holidays) – increases with length of service
- An extra day off for your birthday
- Buy and sell holidays
- Flexible hybrid working
- Vitality Health Insurance
- Company pension scheme
- Cycle to work scheme
- Electric car scheme – salary sacrifice
- 2 paid volunteering days
- Access to counselling and advice via our EAP
- Free fruit, cereal, yoghurts and refreshments in the office
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