Customer Support Executive

Ocho People; Belfast City District; On-site; GBP 22,000 - 30,000; Full time

Job summary

Ocho People in Belfast, UK, is seeking an entry-level Customer Success Executive. You will be the first point of contact for clients using our SaaS platform for SEO and AI-search visibility, handling queries and complaints end-to-end via email and chat, with occasional calls.

This role suits a curious, calm individual who communicates clearly in writing, manages multiple tickets, and stays close to product teams to ensure issues are fixed, not logged.

Qualifications

• Completed degree with a placement or internship year.
• Clear, confident written communication, since most of this role happens in writing.
• Composure when dealing with frustrated customers.
• Curiosity to troubleshoot why something isn't behaving as expected.
• Strong organisational ability to manage several open tickets.

Responsibilities

• Handle inbound customer queries across email and chat as the first point of contact.
• Troubleshoot product issues and work through to a clear resolution.
• Manage complaints from first message to final outcome.
• Respond within agreed timeframes and keep customers updated.
• Diagnose whether a problem is user error, a product bug or a guidance gap.
• Escalate genuine bugs to engineering with actionable detail.
• Write and maintain help articles to reduce recurring questions.
• Support new customers through their first weeks on the platform.
• Spot patterns across tickets and flag recurring friction to the product team.
• Watch for accounts going quiet or repeatedly frustrated, and intervene to keep them engaged.

Skills

Written communication

Composure under pressure

Technical curiosity

Organisational skills

Right to work in the UK

Education

Degree with placement year

Tools

Intercom

Zendesk

HubSpot

WordPress

Webflow

Shopify

Job description

Customer Success Executive

At a Glance

• Entry-level customer support role, open to graduates and to those around a year into their career
• Be the first point of contact for clients using a SaaS platform for SEO and AI-search visibility
• Own queries and complaints end to end, rather than passing them up a chain
• A placement year, an internship or a first job all count as relevant experience here

About the Company

My client is a fast-growing SaaS business whose platform helps companies grow their search visibility on auto-pilot, covering both traditional SEO and the newer problem of being found inside AI tools such as ChatGPT. The product spans site audits, keyword research and tracking, content generation, competitor analytics and backlink building, and integrates with the website platforms and frameworks its customers already use. This is a young, founder-led company growing quickly, which means the people who join early get to shape how things are done.

The Role

The product is sold on subscription, so the quality of support a customer receives directly decides whether they stay. You are the first person they reach when something is not working, and the one who sees it through until it is. Most of the work happens in writing, across email and chat, with calls when an issue needs a proper conversation. You sit close to the founders and the product team, which means the problems you keep seeing actually get fixed rather than logged and forgotten. It suits someone curious, calm under pressure and quietly persistent... the sort of person who follows up without being reminded to.

Key Responsibilities

• Handle inbound customer queries across email and chat as the first point of contact
• Troubleshoot product issues and work them through to a clear resolution
• Manage complaints calmly from the first message to the final outcome
• Respond within agreed timeframes and keep customers updated while issues stay open
• Diagnose whether a problem is user error, a product bug or a gap in guidance
• Escalate genuine bugs to engineering with enough detail to be actionable
• Write and maintain help articles so common questions start answering themselves
• Support new customers through their first few weeks on the platform
• Spot patterns across tickets and flag recurring friction to the product team
• Watch for accounts going quiet or repeatedly frustrated, and step in to keep them

What You'll Need

Essential:

• Either a completed degree that included a placement or internship year, or up to around a year in a customer-facing or support role
• Clear, confident written communication... most of this role happens in writing
• Real composure when dealing with a frustrated customer
• Enough technical curiosity to work out why something is not behaving as expected
• Strong organisation... the ability to hold several open tickets without losing track of any
• Right to work in the UK

Desirable / Nice to Have:

• Any exposure to SaaS, digital marketing, SEO or agency work
• Familiarity with a helpdesk or CRM tool such as Intercom, Zendesk or HubSpot
• Comfort with a CMS such as WordPress, Webflow or Shopify

Why Apply

• Start your career in SaaS at a company small enough that your work is visible
• Work directly with the founders instead of several layers below them
• Solve problems properly rather than reading from a script
• Learn a real product in depth, from site audits to keyword tracking and integrations
• Clear scope to grow into customer success, account management or product support as the business scales
• Join a fast-growing SaaS business while it is still early
• Package and benefits discussed openly at the first conversation