Customer Experience Specialist

Job description

  • Based Old Street, London.

  • An opportunity to get involved with a real-world adventure game company.

  • A role for someone with strong organisational skills, so you can help out in other areas of the business.

  • 4-5 days per week, including one weekend day.

  • £14 to £18 per hour freelance / £22k - £28k per annum plus holidays permanent, depending on experience.

  • Apply by 5 August, 9am.

HiddenCity creates real-world adventure games for adults. Players solve clues sent to their phone on a journey through the city. They unlock secret locations, interact with people they meet, and solve challenges. 

Experiences are critically acclaimed, with coverage from BBC News, Time Out London, Evening Standard and more. HiddenCity partners have included The Guardian, Eastpak, and the City Of London Corporation. Customers rate HiddenCity, on average, 4.6 out of 5 stars.

There are currently nine games live which can be played every day of the week. Moriarty's Game is HiddenCity's most developed game, which sees players challenge Sherlock Holmes' nemesis. Players’ decisions influence where they go and the outcome of the story.


Your primary role is to help players enjoy HiddenCity games at their best:

  • Be the first point of contact for customers and venues.

  • Proactively manage corporate bookings.

  • Raise issues with the games to be fixed by the game support team.

  • Respond to email and social media using the customer support platform Zendesk.

  • Receive phone calls routed to your mobile phone.

  • Find opportunities to turn enquiries into sales.

  • Follow the Customer Experience Guide, and update this where necessary.

  • Prepare items for taking to venues.

  • Check stock at venues across central London.

Expect to spend some of your time supporting other areas of the business, helping to make sure the team functions, for the CEO and project managers. This could include:

  • Coordinating team meetings.

  • Organising team events.

  • Supporting business finances.

  • Identifying areas for improvement in our processes.

  • Researching locations for new games.

How you’ll work:

  • On weekdays you'll typically work from our office, a co-working space, Impact Hub, near Old Street.

  • You'll be part of a team of ten people at HiddenCity, most of whom are freelance.

  • On weekends you can work remotely, and some days in the week.

What you’ll get:

  • Competitive salary.

  • Opportunity for career progression.

  • Experience of working with a startup in a new and growing industry.

  • A varied role including work in the office and on location.

  • Membership to Impact Hub Islington.

  • The opportunity to get involved with community events at Impact Hub.

  • Familiarity with customer support tools such as Zendesk, Trello and Slack.

  • Complimentary experiences for you and your friends.

You'll need:

  • Modern laptop.

  • Smart phone.

  • A good internet connection, for wherever you may do remote work (e.g. on weekends).


Who you are

  • An exceptionally confident and tactful communicator: written, in person and on the phone.

  • Highly organised. Able to manage a range of priorities and deliver within tight deadlines.

  • Adept at problem solving - expect a challenge relating to this before you join.

  • Playful. You enjoy playing games, in any form - board games, computer games, sports, they're all games.

  • Entrepreneurial. You see opportunities to improve or adapt the business.

  • Able to play the games. Part of your role involves work on the games in the city.

  • Friendly, creative, a people person.

  • Self-sufficient, a fast learner.

  • Enjoy being part of a team.

It's essential that you can demonstrate the following experience:

  • Technical savviness.

  • Working in a customer-focussed role.

If you have experience of any of the following you could propose a rate at the higher end of the proposed pay range:

  • Customer experience.

  • Sales.

  • Managing teams.

  • Financial literacy.

  • Process design.

  • Supporting startup growth.

Your work will be about identifying problems and delivering solutions, so expect an application process that will enable you to test your problem solving skills and demonstrate your creativity. Have fun with it.