Customer Support & Onboarding Specialist

Point of Rental Software; Reading; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Dental

Gym discount

Pension

Life insurance

Cycle to work

Job summary

Record360 is seeking an exceptional Customer Support Specialist to join a fast-growing support team. This role will handle customer tickets (about 80%), delivering timely, high‑quality resolutions, while spending roughly 20% on customer implementations and onboarding initiatives.

You will work with a cross‑functional team across Account Executives, Marketing, the Success Team, Engineering and Product. The ideal candidate combines technical curiosity, problem solving and excellent communication

Qualifications

• Experience handling support queues in Zendesk or similar CRM.
• Experience leading onboarding and implementation for configured accounts.
• Excellent written and verbal communication; ability to simplify complex information.
• Strong customer-facing and presentation skills with credibility.
• Proactive, empathetic, energetic leadership with initiative.

Responsibilities

• Respond to customers quickly and kindly via Zendesk Platform.
• Become product and industry expert to help customers learn best practices.
• Build and edit workflows within JSON and configuration tool.
• Handle inbound customer calls and troubleshoot with engineering.
• Lead UK client onboardings via Zoom and support activation period.
• Collaborate cross-functionally with sales, marketing, engineering and product teams.
• Support overnight UK hours and provide coverage during US Eastern Time.

Skills

Zendesk experience

Onboarding leadership

Communication skills

Customer-facing

Problem solving

Tools

JSON

CRM

Job description

Record360 is seeking an exceptional Customer Support Specialist to join a fast-growing support team. This role will handle customer tickets (about 80%), delivering timely, high‑quality resolutions, while spending roughly 20% on customer implementations and onboarding initiatives.

You will work with a cross‑functional team across Account Executives, Marketing, the Success Team, Engineering and Product. The ideal candidate combines technical curiosity, problem solving and excellent communication