Technical Customer Support Specialist
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Technical Customer Support Specialist
London | Hybrid / Remote Flexible
£35,000–£45,000 + Benefits + Equity
About the Role
A fast-growing tech startup is seeking a Customer Support Specialist to provide exceptional support to its users.
You’ll play a key role in ensuring customers have a smooth, helpful, and efficient experience with the company’s software products. This is a high-impact role with ownership, variety, and the opportunity to learn from a dynamic, fast-moving team.
Key Responsibilities
- Respond to customer inquiries via support tickets, live chat, and calls, resolving issues quickly and professionally
- Run 1:1 and group support sessions to onboard or train users
- Collaborate with product and engineering teams to solve technical issues and improve workflows
- Identify patterns in feedback to recommend improvements to products and support processes
- Create and update help articles, guides, and tutorial videos
- Maintain high standards for key support metrics such as response times, resolution times, and customer satisfaction
- Contribute to cross-team projects and initiatives
About You
- 2+ years of experience in customer support or technical support roles
- Experience with support platforms such as Intercom, Zendesk, or Slack
- Excellent written and verbal communication skills
- Strong problem-solving ability with meticulous attention to detail
- Calm, patient, and empathetic when handling customer issues
- Comfortable working in a fast-paced, dynamic environment
- Proactive in improving processes and workflows
Nice to have:
- Experience in SaaS, tech, or startup environments
- Experience creating documentation or video tutorials
- Experience running webinars or live training sessions
Benefits
- Flexible and hybrid working environment
- Generous paid leave and holiday policies
- Company-paid wellness support and mental health allowance
- Monthly paid meals, wellness stipend, and other employee perks
- Equity participation for early employees
- Career growth opportunities in a fast-scaling tech business
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