Salary: £30,000 – 40,000 per year
Requirements:
- Strong experience in customer success, application support, SaaS support or technical customer support.
- Proven track record supporting customers using a complex software platform.
- Excellent written and verbal communication skills, with the ability to explain technical issues clearly.
- Strong analytical and problem-solving skills, with good judgement on whether an issue is a support query, bug, enhancement request or training need.
- Experience managing customer expectations and handling escalated or sensitive issues.
- Strong attention to detail and the ability to document issues clearly.
- Confidence working across customer-facing, technical and product teams.
- Experience with SaaS platforms, email marketing platforms, CRM systems, Intercom or similar support tools, or email deliverability is desirable.
- Customer-focused and solutions-driven.
- Calm, professional and confident when handling complex queries.
- Proactive and comfortable taking ownership.
- Analytical, organised and detail-oriented.
- Collaborative, with the ability to influence without formal authority.
Responsibilities:
- Act as a customer-facing expert on our software platform.
- Support and oversee complex customer conversations, ensuring responses are clear, accurate and professional.
- Investigate platform issues, identify likely causes, and recommend practical solutions or workarounds.
- Escalate bugs, technical issues and complex cases to the appropriate internal team with clear supporting information.
- Track escalated issues and help ensure updates are provided in line with agreed SLAs.
- Review customer feedback and identify whether it relates to training, support, bugs, product limitations or enhancement opportunities.
- Propose improvements based on recurring customer issues and feedback.
- Support customer admins with more complex platform, account, user and deliverability queries.
- Help maintain and improve internal support processes, knowledge articles and guidance materials.
- Share platform knowledge across Customer Success, Account Management and Support teams.
Technologies:
- CRM
- Support
- Marketing
More:
We are an established software company based in Epsom, developing and supporting a leading communication platform used by public sector and commercial organisations across the UK. We are a close-knit, collaborative business where customer experience and product quality go hand in hand. This is a senior, customer-facing specialist role within our Customer Operations team, offering a salary of up to £45,000 depending on experience. The role is office-based in Epsom, working Monday to Friday, 9:00am to 6:00pm with a one-hour unpaid lunch break. This is a great opportunity to become a genuine platform expert while working closely with customers and internal teams to shape both the customer experience and the future of our product.
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