Working hours: 12:00pm – 8:30pm (UK time)
The Opportunity
Join BrightLocal at an exciting stage of growth as we scale our platform and global customer base. This is a fantastic opportunity for an experienced, self-motivated support professional to play a key role in delivering exceptional customer experiences while developing their career within a fast-growing tech company. You’ll work cross-functionally with teams across the UK and the Philippines, helping customers get real value from our products.
What you’ll be doing
- Deliver high-quality customer support via pre-booked calls, live chat, and email
- Onboard new customers and guide them in using the platform effectively
- Troubleshoot technical and product-related queries with clarity and confidence
- Build strong, trusted relationships with customers to drive engagement and retention
- Work to SLAs and KPIs, ensuring timely and effective resolution of enquiries
- Support day-to-day operational initiatives and contribute to support team projects
- Identify and implement improvements to processes and customer experience
- Collaborate closely with Customer Success, Product, Marketing, and Business Development teams
What we’re looking for
Essential skills & experience
- 2+ years in a customer support or front-line service role (SaaS preferred)
- Strong communication skills (written and verbal), with the ability to explain complex ideas simply
- Proven problem-solving ability and high attention to detail
- Experience supporting customers via video calls, live chat, and email
- Comfortable working independently in a fast-paced environment
- Strong time management and prioritisation skills
- Confident building rapport and trust with customers
- Technically capable, with experience using cloud-based tools (e.g. Google Workspace)
Desirable (but not essential)
- Experience in SEO or digital marketing support
- Familiarity with tools like Zendesk, Intercom, or similar
- Previous experience in a SaaS environment
Personal attributes
- Positive, friendly, and professional approach
- Proactive, adaptable, and eager to learn
- Strong team player with excellent relationship-building skills
- Self-motivated with the ability to work autonomously
- Comfortable receiving and applying feedback
- Passionate about delivering a great customer experience
The Perks (The important details)
- Salary: Dependent on experience
- Performance-based bonus: Up to 20% of base salary (10% company performance + 10% team performance).
- Hybrid Working: 2 days a week in our Brighton office for full-time team members.
- Holiday: 25 days + bank holidays + your birthday off!
- Duvet days: 3 duvet days per year
- Healthcare: Vitality Healthcare
- Learning & Development: £1000 per annum personal learning budget.
Our commitment to inclusion
At BrightLocal, we believe the best ideas come from diverse perspectives.
We are proud to be an equal opportunity employer, and we are committed to building a team where everyone feels welcome, supported, and able to do their best work. When people feel they belong, great things happen.
We strongly encourage applications from women and underrepresented groups in our industry. If this role excites you, but you do not meet every single requirement, we would still love to hear from you. Research shows that some people are less likely to apply unless they meet 100% of the criteria. Your experience, perspective, and potential matter more than ticking every box.
We are open to flexible working arrangements and are happy to make reasonable adjustments at any stage of the recruitment process. If you need anything to feel comfortable and confident applying, just let us know. We are here to help.
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