Customer Support Specialist
1 week ago
Customer Support Specialist (Software)
Hybrid (Sevenoaks)
We're looking for a proactive, people-focused Customer Support Specialist to help our users get real value from our software. You'll be the first point of contact for customers, solving issues, guiding new users, and feeding back insights that shape our product.
If you enjoy problem-solving, learning fast, and helping people succeed, you'll fit right in.
About Us:
We're the UK market leader in software for Field Service and Trade companies. Our platform powers scheduling, legal certificates, service reminders, quotes, invoices, and more — giving customers a smooth, efficient digital workflow.
As part of the support team, you'll play a key role in ensuring customers get the most from the product and that their feedback drives continuous improvement.
What You'll Do:
- Handle customer questions via email, chat, and phone.
- Troubleshoot software issues and guide customers through solutions.
- Support new users with setup and onboarding.
- Manage account queries, including subscriptions, billing, and access.
- Spot recurring issues and recommend improvements to the product or documentation.
- Maintain and update knowledge base articles and guides.
- Build strong relationships with customers through clear, empathetic communication.
- Collaborate with product, engineering, sales, and marketing to improve the overall customer journey.
Escalate urgent or widespread issues quickly and clearly.
What Success Looks Like:
- Consistent performance across response times, resolution rates, and customer effort scores.
- Clear, complete communication that reduces ticket reopen rates.
- Meaningful contributions to our knowledge base and product improvements.
- Deep product understanding and the ability to take full ownership of customer issues.
- Trusted by internal teams as the "voice of the customer".
What You'll Bring:
- Strong communicator who can explain technical concepts simply.
- Confident problem-solver with experience troubleshooting software issues.
- Customer-facing experience in support or service roles.
- Fast learner who enjoys mastering new tools and features.
- Able to manage multiple enquiries while working collaboratively with internal teams.
Our Values:
- Customer First – Start with what helps the customer most.
- Own It – Take responsibility for actions and outcomes.
- Attack the Day – Bring energy, focus, and momentum.
- 1% Better Every Day – Commit to continuous improvement and learning.
Role Details:
- Hybrid: 3 days in the office, 2 from home
- Location: 2 min walk from Sevenoaks station (30 minutes from London)
- Culture: High-energy, no-ego, get-stuff-done team
Founders: Serial entrepreneurs with deep industry expertise
Why Join Us:
This role gives you hands-on influence in a fast-moving product environment. You'll learn quickly, work with experienced people, and have space to grow into senior support, customer success, QA, or product roles.
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