Experienced Software Customer Support Specialist

We\'re hiring an
Experienced Software Customer Service Specialist
to provide clear, confident, and practical support to the thousands of field service and trade businesses using our platform every day.

If you\'ve already built solid customer service skills in a technical or SaaS environment and you\'re looking for a role with more ownership, more influence, and more impact, this is an ideal next step.Your mission is straightforward:
ensure every customer feels supported, confident, and set up for success.
About Us:
We\'re the UK\'s leading SaaS platform for Field Service and Trade companies, helping engineers and installers manage jobs, certificates, reminders, quotes, invoices, and their day-to-day workflow.Our support team is central to the customer experience. You\'ll work closely with Product, Engineering, Sales, and Customer Success to surface insights, reduce friction, and help shape how thousands of users interact with the platform.

What You\'ll Do
Daily Support & Troubleshooting:

  • Handle customer queries across email, live chat, and phone with clarity, empathy, and confidence.
  • Troubleshoot issues, guide users through the platform, and explain technical steps in a simple, practical way.
  • Support new users with onboarding and setup to help them get started smoothly.
  • Manage account-related tasks, including billing queries, subscription changes, and user access.

Improve The Customer Experience

  • Spot recurring questions and help improve FAQs, guides, and in-app help.
  • Identify friction points and share structured insights with the product team.
  • Recommend process improvements that make responses faster and more consistent.
  • Take ownership of issues-making sure customers feel informed and supported at every stage.

Work Cross-Functionally

  • Partner with Product and Engineering to raise bugs, propose improvements, and follow through on outcomes.
  • Share customer trends that help shape future product decisions.
  • Contribute to building a consistent, scalable support function as we continue to grow.

What You\'ll Bring

  • 2-5 years of customer service or support experience, ideally within a SaaS or technical environment.
  • Confidence supporting customers across chat, email, and phone.
  • Strong problem-solving mindset-you enjoy figuring things out, not just passing tickets along.
  • Ability to learn technical concepts quickly.
  • Ability to translate complex steps into simple, friendly guidance.
  • Experience with support tools such as Intercom or similar.
  • Ability to manage multiple conversations while maintaining quality.
  • Calm, patient approach-especially when customers are under pressure.
  • A continuous-improvement mindset focused on documentation, processes, and user experience.

What Success Looks Like
After 3 months:

  • You\'re handling most customer queries confidently.
  • You understand our product and workflows deeply.
  • You\'re supporting new users with smooth onboarding.

After 6 Months

  • You\'re independently owning complex cases end-to-end.
  • Your insights are informing product and support improvements.
  • You\'re contributing to a smoother, more scalable support operation.

Our Values In Action

  • Customer First: You advocate for the user and make their experience easier.
  • Own It: You take responsibility for outcomes, not tasks.
  • Attack the Day: You work with focus and energy.
  • 1% Better Every Day: You help improve our support processes and resources.

Role Details

  • Remote: Fully remote within the UK.
  • Hours: Standard UK working hours.
  • Team: Supportive, fast-moving, and collaborative.
  • Growth: Opportunities to progress into senior support, customer success, or product-oriented roles.

Why Join Us?

  • You\'ll shape how thousands of engineers and tradespeople experience a mission-critical platform.
  • Your ideas and insights will influence product development and customer workflows.
  • You\'ll join a growing SaaS business where support is genuinely valued.
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