Customer Service Representative
Customer Service Representative - Client Onboarding
We're looking for a tech-savvy Customer Service Representative and Client Onboarding specialist to support customers using our digital products and work closely with Product, Engineering, and Client Services teams. Full training will be provided, so you don't need prior experience with our products to succeed.
This is a varied, hands-on role that spans customer support, client onboarding, product testing, and documentation. You'll play a key role in ensuring customer issues are clearly understood, accurately documented, and resolved efficiently, while also feeding insights back into the product development process.
This is a hybrid role, with three days per week based in the office and the remainder working remotely.
Key Responsibilities
- Provide first-line support to customers via agreed channels
- Investigate and troubleshoot product issues, escalating where appropriate
- Communicate clearly with customers on issue progress and resolution
- Translate customer issues and feedback into clear development tickets
- Support onboarding of new clients, including product setup and training
- Perform functional testing of new features, bug fixes, and releases
- Assist with test plans, regression testing, and documentation
- Create and maintain user guides and help resources
Skills & Experience
Essential:
- Strong written and verbal communication skills
- Good attention to detail and organisational skills
- Problem-solving mindset and willingness to learn
- Comfortable using software tools, learning new technology, and managing multiple tasks
Desirable:
- Previous customer service or client onboarding experience
- Exposure to software testing or ticketing systems (e.g., JIRA)
- Interest in digital products or technology environments
Career Development
This role offers an excellent opportunity to gain hands-on experience across the customer lifecycle, learn new technical skills, and develop your career within a growing Product and Client Services team.