Why you'll "never get bored" as a Support Hero at Goodlord
16 July 2021
Have you ever wondered what it's like to work in a support role in a tech company? Here's Lucia Reyes, Senior Customer Support Hero, to answer some questions on what a day looks like for a Goodlord Support Hero.
Did you know that each Support Hero at Goodlord needs a minimum of 5 weeks of training before starting to speak with customers directly, to ensure they fully understand the ins and outs of the platform? It's a demanding yet interesting role, with team members constantly learning new things. Lucia Reyes, Senior Customer Support Hero, answers some questions on what it's like to work in this team at Goodlord.
What are your main tasks and what does a regular day look like for you?
Our days are never dull in the Support team. We resolve queries across different channels - chat, email, and phone calls - while also making sure we are providing consistent information across the board to agents, tenants, landlords, and guarantors. It's key for our knowledge and development to understand all the latest product updates and new features. Although it depends on a given day's contact levels, most of the day is busy so you will never get bored as you're always learning something new.
Can you tell me about the systems and equipment you use on a daily basis?
Did you know that octopus arms have a mind of their own? Hold onto that thought for a second while I explain how many systems we use on a daily basis.
We usually use two screens to display all the information we work on using systems like Goodlord’s app, Salesforce, Slack, Stripe, Xero, PODIO, and SQL, as well as many trackers on Google Sheets to gather as much data as we can for other teams to continue improving our services and the Goodlord platform. Our arms are like an octopus - and our brain is constantly working.
I personally love learning new things everyday so finding a new tip on where to find information or a new way of using the systems is fun. The latest one was “Tips & tricks” for Google Sheets.
How would you describe communication in your team?
We are truly lucky to have a close-knit Support Heroes team. We have a daily stand up where we give updates on anything that needs attention, as well as weekly meetings to discuss overall metrics and how our week has been. No question is a silly one so we encourage people to ask as many as possible through our Slack channels.
We organise social meetings over Google Hangouts - and in real life when social distancing permits it - to get to know each other outside of work. What I love most about my team is that we all support each other in and out of work so we know we have each other's backs.
Now for the fun stuff - how does Goodlord keep you engaged?
The last year and a half was tough for all of us. However Goodlord kept us engaged, even while working remotely, with remote socials such as pub quizzes, murder mystery nights, game nights, etc. It might be a cliché but it is definitely the people who make this company one of the best I've worked for since I moved to the UK. I've made more friends here at Goodlord than in the previous two years. Goodlord is also understanding and appreciative of you taking time off to recharge, which is very helpful for a Support Hero.
How’ve you found personal and professional development at Goodlord? You’ve been promoted to a Senior Support Hero. How did you find the progression?
I started my journey with Goodlord the day before the first lockdown was announced, so you can understand how daunting it was, to not only start a new job, but also do the initial training remotely! Thankfully, I had a great team behind me that not only took the time to train me but also pointed out my strongest assets and the areas where I could do better. In my opinion, if you work hard and put the effort into learning as much as you can everyday, this will reflect not only on your productivity but also on the way your team sees you.
I pride myself on the fact I quickly became a point of contact for my teammates to ask questions, raise difficult cases, or just have a conversation on what they're struggling with. When the senior position came up, I was confident that my work spoke for itself. I have been a senior for almost four months now and I can honestly say I am truly excited with the next step in my career - thanks to Goodlord.
Oh Goodlord Limited is an Appointed Representative of Goodlord Protect Limited for general insurance products and credit broking. Goodlord Protect Limited is directly authorised by the Financial Conduct Authority, registration number 836727. You can check this information on the Financial Services Register by visiting www.fca.org.uk/register or by telephoning 0800 111 6768 (Freephone) or 0300 500 8082 from the UK. The FCA is the independent watchdog that regulates financial services.