SaaS Support Specialist

Remote-first role with flexible working hours.

Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.

Opportunity to shape your role and contribute to product evolution.

Join a fast-growing tech company expanding internationally.

Were hiring a SaaS Support Specialist on behalf of a leading software provider in the Tech For Good sector.

This is a customer-facing role where youll manage onboarding, deliver training, and resolve support queries across a suite of applications.

You'll be joining a company that is improving the lives of SEND children, saving money for local government and cutting carbon emissions! What experience youll need to apply Proven experience in training delivery and support of SAAS products.

Familiarity with support platforms such as Zendesk, Jira, or Confluence.

Strong data handling and troubleshooting skills (CSV, Excel, software tools).

Ability to deliver structured training to varied audiences.

Comfortable working independently and managing multiple tasks.

Desirable experience: Experience with transport planning, GIS, or route optimisation tools.

Knowledge of local government or public sector services.

Interest in process improvement and emerging technologies such as AI.

What youll be doing As a SaaS Support Specialist, youll play a key role in ensuring customers have a smooth and successful experience with the software.

Youll be responsible for troubleshooting and resolving user queries from start to finish, using tools such as email, screen-sharing, and helpdesk platforms.

As the go-to person for users needing assistance, your ability to communicate clearly and patiently will be essential.

Youll deliver structured training sessions tailored to different user levels -from complete beginners to advanced planners.

These sessions may be remote or in-person, depending on the customers needs.

Other duties will include providing post-training follow-up to ensure users feel confident and supported.

Another important part of your role will be testing application updates.

Theyll look for you to document results, escalate issues where necessary, and help ensure the software continues to meet high standards.

Youll contribute to user guides, FAQs, and knowledge base articles, helping to build a library of resources that empower users to solve problems independently.

They will also look for you to analyse feedback to identify gaps in training or documentation, and suggest improvements.

Maintaining accurate records of support interactions and common issues will help the team spot trends and improve service delivery over time.

What youll get in return for your experience This role offers £35-42K, 25 days holiday per year plus bank holidays and enhanced pension contributions of up to 6% of salary.

Youll benefit from flexible working arrangements, with core hours between 10:00 and 15:00, allowing you to manage your time effectively.

Youll be joining a company with the energy and openness of a start-up, backed by stable and growing revenue streams.

The team is distributed across the UK, and remote working is fully supported.

You may be asked to attend a few team days or events in Bristol each year, but otherwise, youll have the freedom to work from wherever suits you best.

Whats next? If you like the sounds of this role then send in your CV now for more info.d02fcfcb-6df4-40ee-95cf-3eb059ce3173