B2B SaaS Customer Support Specialist

Nourish Care; Bournemouth; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 Days paid leave

Private Medical Insurance

Group Life Assurance

Dental Cover

Optical Cover

Pension Contribution

Employee Assistance Programme

Birthday Day off

Job summary

Nourish Care is seeking a Customer Support Executive in Bournemouth to deliver exceptional client experiences across live chat, phone and email. You will be the first point of contact, using product knowledge to provide quick, empathetic solutions and build strong relationships with clients.

Working in a fast-paced SaaS environment, you’ll collaborate with internal teams, share customer feedback for continuous improvement, and help drive customer satisfaction.

Qualifications

• Experience in customer support is essential, ideally within a B2B SaaS or tech-driven environment.
• A proactive mindset with a positive attitude and a genuine desire to help customers succeed.
• Excellent organisational skills with the ability to manage multiple conversations and priorities.
• Strong collaboration skills across teams and departments.
• Friendly, clear, and professional communicator with peers and clients.

Responsibilities

• Respond promptly to inbound customer queries via live chat, email and phone, delivering clear, friendly, and efficient support.
• Ensure all support meets SLA targets (first response, resolution time, first contact resolution).
• Triage and categorise incoming requests to prioritise and streamline resolution.
• Assist clients to resolve questions with a focus on first-time resolution.
• Escalate complex issues to second-line support and ensure smooth handover.

Skills

Customer support

SaaS

B2B

Communication

Problem solving

Multi-tasking

Team collaboration

Education

Bachelor’s degree preferred

Tools

CRM software

Live chat tools

Job description

Nourish Care is seeking a Customer Support Executive in Bournemouth to deliver exceptional client experiences across live chat, phone and email. You will be the first point of contact, using product knowledge to provide quick, empathetic solutions and build strong relationships with clients.

Working in a fast-paced SaaS environment, you’ll collaborate with internal teams, share customer feedback for continuous improvement, and help drive customer satisfaction.