Day in the Life of Freespee's Director of Support

Freespee is hiring support and delivery representatives! We’re looking for problem solvers, who are able to see through the eyes of the customer, with genuine and humble attitude. The full description of the roles is available on our Job page, but to give you a bit of insight of what it’s like to work with customer support at Freespee, we’ve talked to Jessica Ogden, our head of support and service activation, about her typical day.
How did you come to work at Freespee? What was the selling point for you?
I’d been following Freespee for a while and became curious, so I contacted someone working at the company to explore if there was an opening for me. What got me hooked was that dynamic-creative-startup-feeling within Freespee where everything is possible! Now, 2 years later, I am still high on this feeling!
What does a typical customer interaction look like?
It’s difficult to specify a typical one, it can be everything, from a quick question-answer session via email or a helpdesk ticket, to lengthy phone calls and Skype meetings.
What do you love about your job?
For me support is one of the most important and fun roles in a company. ItΒ΄s so exciting and rewarding to meet and collaborate with brilliant, often market leading, people who are using our product. Of course, working next to the amazing colleagues doesn’t make my job any duller πŸ˜‰
Why be a support person at Freespee?
You will never ever get bored, and you will learn a lot every day.
How does your typical day looks like?

I usually wake up around quarter past six and get kids ready for school. I bike to work every day, even if it’s raining. First thing in the office – coffee and looking through my mail whether there are any alarms and urgent issues to deal with. If there is nothing that requires my attention right away, I go on with some phone number admin such as testing numbers and refilling the pools. Then I deal with support tickets and email and usually go on up until lunch unless some meetings come up, for example today it was the review of the last development increment with the tech team. After lunch I set up new client accounts, check Freespee voicemail, return customers’ calls and answer more tickets. My day very often depends on what we get in our helpdesk inbox – usually I work closely with our second line support, account managers and finance department, which means more meetings. Before signing off for the day I check the ticket status again – very few things can stroke my heart more than an empty inbox – and off on my bike!

Want to work with Jessica? Apply right now!