Customer Experience Specialist

Record360; Reading; On-site; GBP 40,000 - 60,000; Full time

Job summary

Record360 is expanding its UK team and is seeking a customer-focused Implementation & Onboarding Lead for UK customers. You will own the end-to-end implementation journey, deliver frontline UK support during business hours, and be the single point of contact for customer experience.

You'll collaborate with cross-time-zone teams, translate customer needs into configuration work (JSON-based where needed), and join onsite visits and demos to drive adoption and success.

Qualifications

• Minimum of 1 year in a customer-facing role (implementation, onboarding, or customer success).
• Experience guiding customers through full implementation journeys or thriving in high-volume support.
• Strong soft skills: rapport-building, clear communication, and composure under pressure.
• Ability to map business processes to software capabilities and ask the right questions.
• Technical aptitude to learn configuration work and JSON-based setup.

Responsibilities

• Own the full UK implementation journey from kickoff to go-live (≈70%).
• Deliver frontline UK support during UK business hours (≈30%).
• Act as single point of contact for UK customer experience and support.
• Build lasting customer relationships and act as trusted advisor.
• Translate customer needs into configuration and workable solutions.
• Learn and perform system configuration work, including JSON-based configuration.
• Join UK team on onsite visits and demos; coordinate with US teams on handoffs.
• Manage multiple implementations and support requests concurrently.
• Identify recurring pain points and feed improvements to product/CX teams.

Skills

Customer-facing

Implementation

Onboarding

Communication

Multitasking

Time management

Self-sufficiency

Relationship-building

Problem solving

Job description

At Record360, we create straightforward software that simply gets the job done. Our goal is empowering companies to safeguard and oversee high-value inventory, like machinery, heavy vehicles, and automobiles, through seamless digital inspections while establishing deep trust with their clientele. We are dedicated to delivering outstanding user experiences, crafting intuitive products, and helping our team members thrive both personally and professionally. Today, our asset management platform powers thousands of rental operations, and our footprint continues to expand rapidly.

As our UK customer base grows, we're creating a single go-to person for UK customers: someone who owns the customer relationship from implementation through ongoing support.

What You'll Do

• Own the full implementation journey for UK customers - from kickoff and configuration through training and go-live (roughly 70% of your time)
• Deliver responsive, front-line support to UK customers during UK business hours (roughly 30% of your time)
• Serve as the single point of contact for UK customer experience, so customers always know who to call
• Build lasting relationships with customers and become a trusted advisor on how they run their business in our software
• Translate customer business needs and processes into product configuration and workable solutions
• Learn and perform system configuration work, including JSON-based configuration - we'll teach you everything you need on the job
• Join the UK team on customer site visits and in-person demos
• Partner closely with US-based implementation and support colleagues on handoffs, escalations, and coverage across time zones
• Juggle multiple implementations and support requests at once, keeping every customer moving forward
• Spot recurring customer pain points and feed process improvements back to the product and CX teams

What You Bring

• Minimum of 1 year in a customer-facing role - implementation, onboarding, or customer success role
• A track record of either guiding customers through full implementation journeys, and thriving in high volume, fast paced support environments
• Strong soft skills: you build rapport quickly, communicate clearly, and stay calm when customers are stressed
• Comfort talking business processes, you can ask the right questions and map what a customer does to what the software can do
• Technical aptitude and curiosity to learn configuration work
• Proven ability to multitask and prioritize across competing demands without dropping balls
• Self-sufficiency, you'll be the UK owner of this work, collaborating with teammates in other time zones
• Genuine enthusiasm for both sides of the role: project-driven implementation work and day to day customer support
• Preferred: experience in rental, construction, field services, or B2B SaaS