Customer Support Specialist | Remote (UK) | SaaS
We’re hiring a Customer Support Specialist to join a growing SaaS business serving a specialist operational industry across the UK.
This is not a “ticket-closing” support role. We’re looking for someone who genuinely enjoys solving problems, improving processes, and helping customers succeed long-term.
You’ll take ownership of customer issues from start to finish – troubleshooting systems, simplifying complex problems, delivering training, and feeding insights back into product improvements.
What you’ll be doing:
- Supporting customers via phone, email, screen share, and ticketing systems
- Investigating root causes rather than applying quick fixes
- Creating and improving support documentation and training materials
- Helping reduce recurring support demand through proactive problem solving
- Collaborating closely with Product and Operations teams
- Delivering excellent customer experiences while meeting SLA/KPI targets
What we’re looking for:
- Previous experience in a SaaS customer support or service role
- Strong communication skills and the ability to explain technical concepts simply
- A naturally curious, solutions-focused mindset
- Someone organised, resilient, and comfortable juggling priorities
- A proactive self-starter who enjoys improving systems and workflows
Bonus points for:
- Experience in waste management, logistics, transport, or operational software
- Exposure to AI-driven support tools or knowledge systems
What’s on offer:
- Fully remote working (UK-based)
- Quarterly and annual team offsites
- Learning & development support
- Health cash plan
- Enhanced parental leave
- Additional holiday incentives and WFH allowance
This is a fantastic opportunity to join a collaborative, ambitious team building software that supports operational businesses doing essential work.