Customer Experience Specialist - Remote-First Support

Uptrix; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Above-market pay

Flexible time off

Team retreats

Wellness stipend

Free lunch, always

Top gear setup

Monthly team fun

Job summary

Uptrix in London, UK is seeking a Customer Experience Specialist to be the first line of contact for users, turning issues into opportunities and building loyalty through thoughtful conversations.

You’ll provide responsive support via chat, email, and social platforms; simplify complex issues; work with product, design, and support to improve the customer journey; gather feedback to shape features; and help optimize support workflows.

Qualifications

• Excellent written and verbal communication skills.
• Calm, empathetic mindset with strong problem-solving instincts.
• 2+ years in customer support or similar roles (SaaS experience is a bonus).

Responsibilities

• Provide responsive and friendly support via chat, email, and social platforms.
• Simplify complex issues into clear, human-friendly answers.
• Collaborate with product, design, and support teams to improve the customer journey.
• Collect and relay feedback to shape product improvements and features.
• Monitor support trends and help optimize internal workflows.

Skills

Communication

Empathy

Problem-solving

SaaS experience

Tools

Intercom

Notion

Slack

Job description

Uptrix in London, UK is seeking a Customer Experience Specialist to be the first line of contact for users, turning issues into opportunities and building loyalty through thoughtful conversations.

You’ll provide responsive support via chat, email, and social platforms; simplify complex issues; work with product, design, and support to improve the customer journey; gather feedback to shape features; and help optimize support workflows.