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Technical Customer Support Specialist
London | Hybrid / Remote Flexible
£35,000–£45,000 + Benefits + Equity


About the Role
A fast-growing tech startup is seeking a Customer Support Specialist to provide exceptional support to its users.
You’ll play a key role in ensuring customers have a smooth, helpful, and efficient experience with the company’s software products. This is a high-impact role with ownership, variety, and the opportunity to learn from a dynamic, fast-moving team.
Key Responsibilities
*Respond to customer inquiries via support tickets, live chat, and calls, resolving issues quickly and professionally
*Run 1:1 and group support sessions to onboard or train users
*Collaborate with product and engineering teams to solve technical issues and improve workflows
*Identify patterns in feedback to recommend improvements to products and support processes
*Create and update help articles, guides, and tutorial videos
*Maintain high standards for key support metrics such as response times, resolution times, and customer satisfaction
*Contribute to cross-team projects and initiatives
About You
*2+ years of experience in customer support or technical support roles
*Experience with support platforms such as Intercom, Zendesk, or Slack
*Excellent written and verbal communication skills
*Strong problem-solving ability with meticulous attention to detail
*Calm, patient, and empathetic when handling customer issues
*Comfortable working in a fast-paced, dynamic environment
*Proactive in improving processes and workflows
Nice to have:
*Experience in SaaS, tech, or startup environments
*Experience creating documentation or video tutorials
*Experience running webinars or live training sessions
Benefits
*Flexible and hybrid working environment
*Generous paid leave and holiday policies
*Company-paid wellness support and mental health allowance
*Monthly paid meals, wellness stipend, and other employee perks
*Equity participation for early employees
*Career growth opportunities in a fast-scaling tech business


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