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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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