Customer Support Assistant

Cloudfy is a leading B2B e-commerce platform powering manufacturing, distribution, and service businesses worldwide. Delivered on a single cloud platform, Cloudfy allows you to trade online with your customers while fully integrating orders, pricing, product and stock data with a range of ERP, warehouse and accounting back office systems.

Our total focus at Cloudfy is to help you sell more, reduce costs to serve, allow your customers to self-service 24/7 and provide a completely integrated solution.

Back in 2010, a team of seasoned e-commerce experts formed Cloudfy to address the need for a B2B-focused e-commerce platform. Since then, we have continued to invest and refine Cloudfy with offices in the UK, USA, Australia and Singapore.

Role overview

We're looking for a Customer Support Assistant to join our team onsite at our office in Leicester City Centre. Reporting to the Customer Support Team Leader, you'll play a key role in delivering exceptional customer service. You'll champion a customer-first approach, handle escalations, and identify ways to enhance the support experience.

You'll work a 37.5-hour week, with normal working hours from 09:00 to 17:00 (including a 30-minute lunch break). Weekly working patterns will be arranged when you join the business.

The department operates a 24-hour on-call system, and you'll be part of this to ensure year-round coverage. Employees on the scheme are entitled to an on-call allowance and time and a half for any issue resolution.

As a Customer Support Assistant at Cloudfy, you will:

• Answer incoming customer inquiries and provide timely, professional support.
• Stay up-to-date on new products, services, and policies to ensure accurate and effective assistance.
• Collect and report customer feedback to help identify best practices and areas for improvement.
• Engage with customers in a friendly and professional manner, actively listening to their concerns and offering solutions in line with company policies.
• Perform initial fault finding and escalate issues to second-line support when necessary.
• Manage systems administration tasks, including SSL certificates, server backups, and system cleaning.
• Coordinate with third-party providers to address issues, mitigate risks, and maintain strong working relationships.
• Assist with emergency and high-priority incidents as part of the escalation process.
• Support local and offshore development teams with capacity planning and structured support delivery.
• Undertake other support-related duties as requested.

You will bring:

• Excellent written and oral communication skills.
• Ability to organise multiple simultaneous customer contacts, often to tight deadlines.
• Previous customer service experience in a digital/online environment is essential.
• Ability to work on your initiative and as part of a team.
• Background technical knowledge around applications and business IT systems.
• E-commerce knowledge around Magento, Big Commerce or Similar.
• Customer support experience, including support ticketing systems.

And in return, Cloudfy offers:

• Unlimited Holiday (paid annual leave)
• Private Health Plan
• Mental Health well-being services
• Perks Programme (inc. well-known energy, retail and health)
• EAP Programme
• Pension scheme
• Cycle to Work Scheme
• Referral scheme

Why Us?

At Cloudfy, we understand that managing diversity is an ongoing journey rather than a one-time effort. That's why we commit to developing and reviewing our diversity strategy to align with our business objectives and effectively address the varied needs of our clients.

As a rapidly expanding global organisation, we prioritise fairness and inclusion, ensuring that all recruitment, development, and appraisal decisions are based on merit, skills, and potential. We take pride in staying informed about employment laws and best practices to promote equal opportunities and foster a diverse workforce.