Experienced Software Customer Service Specialist

Experienced Software Customer Service Specialist (SaaS)About the Role:We’re looking for an Experienced Software Customer Service Specialist to deliver outstanding support to our fast-growing customer base across the UK’s field service and trade industries. You will be the person customers rely on for clear answers, practical guidance, and a friendly, solution-focused experience.This role is ideal for someone who has spent a few years in customer service or customer support — especially within a software or technical environment — and is now ready to take on more responsibility, handle more complex enquiries, and contribute to improving how we support our users.About Us:We are the UK’s leading SaaS platform for Field Service and Trade companies, helping thousands of businesses manage scheduling, compliance certificates, service reminders, invoices, quotes, and more. Our support team sits at the heart of the customer experience — ensuring users feel confident, supported, and set up for success.You’ll collaborate closely with product, engineering, sales, and customer success to share insights, flag recurring issues, and help shape a smoother customer journey.What You’ll Do:Deliver Excellent Customer Service:Respond to customer enquiries via email, live chat, and phone with clarity, empathy, and professionalism.Troubleshoot day-to-day issues and guide customers through the best way to use the platform.Support new users with onboarding, configuration, and getting started confidently.Handle routine account tasks such as billing queries, subscription questions, and user access.Improve the Customer Experience:Spot recurring questions and help update FAQs, guides, and help articles.Provide insights to the product team to help improve features and reduce customer friction.Identify urgent issues that need escalation and ensure customers are kept informed.Work Cross-Functionally:Partner with internal teams to ensure customer feedback is heard and acted on.Help improve internal processes to make responses faster and more consistent.Experience Required:To be successful in this role, you’ll need:2–5 years experience in customer service or customer support (software/SaaS experience ideal).Confidence handling customer queries across phone, email, and chat.Ability to explain technical steps in a simple, friendly, and clear way.Strong problem-solving skills — you enjoy figuring things out.Experience using support tools (e.g., Zendesk, Intercom, HubSpot or similar).Ability to stay organised, manage multiple conversations, and maintain high-quality responses.A calm, patient, customer-first approach — even when things get busy.A desire to improve processes, documentation, and the overall customer experience.Our Team Values:Customer First – Every decision should make life easier for the customer.Own It – Take responsibility for the outcome, not just the task.Attack the Day – Show up with energy, focus, and determination.1% Better Every Day – Continuous improvement is part of who we are.Role Details:Hybrid working: 3 days in the office, 2 from home.Location: Sevenoaks (2-minute walk from the station).Team: Supportive, fast-moving, and focused on getting things done.Growth: Clear opportunities to take on more responsibility as you develop.Why Join Us?You’ll play a key role in shaping how customers experience a platform used across the UK’s field service industry. This is a great opportunity for someone with strong customer service experience who wants to step into a more impactful, product-aware role inside a growing SaaS business.Our Hiring ProcessIf shortlisted, you’ll be asked to record a video introduction answering a few questions. This helps us understand your communication style and customer approach.Please note: applications cannot progress without completing this short video.If you enjoy solving problems, helping people, and working in a team where your ideas actually matter, we’d love to hear from you.