Customer Support Officer

Client

Our client is a rapidly growing Series A funded Green-Tech SaaS business. With offices spanning mainland Europe and the UK they're currently in hyper-growth mode and disrupting the logistics space. This business offers an unparalleled software solutions built around sustainability and efficiency savings.

Environment

Culture is everything here. As they're planning to double in size over the next 12 months having opened new markets (including France, Netherlands and the US) it's vital they hire future leaders they can build teams around. As a result their looking for individuals who share their passion for sustainability! With an embedded and deep rooted culture, stemming from their CEO, they're looking for creative thinkers, who can adapt to the ever-changing life that is start up and want to join them on their mission!

Role

Our client is seeking a Customer Support Officer to join their London-based team. The successful candidate will act as the first point of contact for customers, ensuring they receive professional and effective assistance through a modern cloud-based software platform. The role combines hands-on customer interaction, problem-solving, and collaboration with internal teams to enhance the overall user experience.

Key responsibilities include:

• Responding to customer queries through chat and other communication channels, providing clear and efficient support.
• Using tools such as Intercom to manage conversations, track issues, and maintain a positive customer journey.
• Translating technical or complex information into simple, customer-friendly explanations.
• Investigating reported issues, identifying root causes, and liaising with engineering or onboarding teams to resolve them.
• Acting as a customer advocate by relaying insights and feedback to improve products and internal processes.
• Building deep product knowledge to become a trusted expert for end users.
• Recognising recurring issues or trends and contributing to long-term service improvements.
• Assisting the onboarding team with data management, including uploading client details, rate structures, and fleet information.

• Proven experience in SaaS - customer service, support, or a similar role.
• Strong written and verbal communication skills in English; additional European languages are an advantage.
• Familiarity with Intercom or similar customer support software is highly desirable.
• Strong organisational and multitasking skills, with the ability to handle multiple queries efficiently.
• A proactive approach to learning and understanding new systems and digital tools.
• Comfortable working in a fast-paced, evolving environment within a growing business.
• Tech-savvy and confident using web-based platforms or SaaS products.

• Competitive salary and benefits package.
• Clear opportunities for professional development and career progression within a scaling international company.
• Hybrid work model offering a mix of office and remote flexibility (2–3 days per week in the London office).
• A supportive, collaborative culture that values curiosity, initiative, and continuous learning.
• Regular team events and company activities designed to foster engagement and connection
• Enhanced parental leave
• 10% company match pension
• Regular socials
• Stock options