Customer Support Specialist - Hospitality

Key Points

• Be the sole Support Specialist within a scaling SaaS business

• Full ownership of the end-to-end customer support function

• Clear 18–24 month progression pathway to Support Manager

• Fully remote role with strong autonomy and cross-functional exposure

• Opportunity to build and shape support processes from the ground up

About The Company

• Fast-growing B2B SaaS business within the hospitality technology sector

• Provides an operational platform used by multi-site venues and hospitality groups

• Strong growth trajectory with expanding international customers

• Collaborative, product-led environment with close Product, CS, and Engineering alignment

• Remote-first working culture

The Role

• Own the full support ticket lifecycle from first response to resolution

• Act as the single owner of the customer support function

• Create guides, troubleshooting documentation, and video walkthroughs

• Identify recurring issues and recommend process or product improvements

• Track and report on support performance metrics and trends

About You

• Experience in SaaS customer or technical support (Hospitality ideal)

• Comfortable working independently with full accountability

• Confident troubleshooting product-related technical issues

• Experience using ticketing or knowledge base platforms (HubSpot or similar beneficial)

• Process-driven mindset with interest in continuous improvement

Salary & Benefits

• Competitive base salary - £35K + 10% bonus

• Fully remote working

• Structured progression plan with clear development milestones

• Direct exposure to senior leadership

• Opportunity to build and lead a future support team