Customer Support Representative

Hubstaff blog; United Kingdom; Remote; GBP 30,000 - 35,000; Full time

Job summary

A leading company is seeking a Customer Support Representative to join their remote team in the UK. This role focuses on providing exceptional support through email and chat, ensuring customer satisfaction and success. Ideal candidates will have strong communication skills, empathy, and a proactive approach to problem-solving. The position offers a competitive salary, benefits, and the opportunity to work in a fully remote environment.

Benefits

Health and retirement benefits

Paid time off

Annual stipends for home office

Regular salary reviews

Transparent career framework

Unforgettable annual retreats

Qualifications

• 2+ years of experience in a customer support or client-facing role.
• Excellent written English communication with a friendly tone.

Responsibilities

• Respond to customer inquiries via email and live chat.
• Collaborate with a global support team to resolve issues.
• Spot trends and share insights to improve processes.

Skills

Communication

Empathy

Problem Solving

Attention to Detail

Proactivity

Tools

Intercom

Zapier

Job description

At Hubstaff, we’re looking for a tech-savvy, empathetic, and growth-oriented Customer Support Representative to join our remote support team. You'll play a key role in helping customers succeed with our product by offering timely, friendly, and effective support — primarily via email, chat, and occasional screen shares or video calls.

This role is ideal for someone who loves problem-solving, enjoys helping others, and thrives in a fast-paced, remote environment.

What Your Day-to-Day Will Look Like

• Respond to customer inquiries via email and live chat, using our support tools (Intercom, internal docs, etc.)

• Occasionally support customers through screen shares and video conferencing

• Collaborate with a global support team to resolve issues quickly and effectively

• Escalate complex problems appropriately and ensure follow-through

• Spot trends and share insights to help improve processes and documentation

Who You Are

You might be a great fit if you:

• Have strong written communication skills and can explain complex ideas simply and clearly

• Show empathy and patience — especially when helping customers solve problems

• Love helping others and feel fulfilled when a customer says “thank you, that really helped”

• Enjoy learning and are eager to improve both your support skills and product knowledge

• Are curious about tech and enjoy diving into tools, integrations, and automation

• Have experience with task automation (e.g., using Zapier or writing browser scripts in JavaScript — a nice plus, but not required)

• Are proactive and take initiative in finding better ways to support users

What You’ll Need

Must-haves:

• Must be based in the United Kingdom (candidates outside the UK will not be considered)

• 2+ years of experience in a customer support or client-facing role, ideally in a remote SaaS environment

• Proven experience managing live chat conversations (around 50% of this role will involve chat support)

• Excellent written English communication with a friendly, professional, and clear tone

• Strong attention to detail, organizational skills, and ability to follow structured processes

• Comfortable working with KPIs, performance metrics, and internal documentation

• Reliable internet connection and ability to work full-time during EMEA business hours (Monday to Friday)

Nice to have:

• A natural curiosity for software systems, automation tools, or learning new technical skills

• Experience using HubSpot or similar customer support platforms (e.g., Intercom, Help Scout, Zendesk)

• Interest in scripting, using tools like Zapier, or exploring technical workflows

Why You Should Apply:

Competitive Compensation

• This role is open to employees in the UK only (not contractors).

• Base Salary: GBP 30,000/year.

Benefits & Perks

We offer a thoughtfully designed benefits package that balances local standards with Hubstaff’s commitment to flexibility, well-being, and growth. While the exact offerings vary by country, all full-time employees can expect:

• Competitive health and retirement benefits, aligned with local practices.

• Paid time off that respects local laws and provides space to recharge.

• Annual stipends to support your home office, professional development, or overall well-being.

• Regular salary reviews tied to performance and growth.

• We offer a transparent career framework within the Support team, so you always know what’s expected and how to grow into more senior roles.

Freedom & Flexibility

• Fully Remote Position (UK only): Work from anywhere in the United Kingdom.

Unforgettable Retreats

• Celebrate Success Together: Join us for unforgettable annual retreats in stunning locations — past events included the Dominican Republic, Mexico, and Ibiza, Spain. Where will we go next?

Be Part of Our Mission

• Empower the Future of Work: Hubstaff has been remote-first for over 13 years, helping shape the future of work.

• Proven Track Record: We've experienced strong, organic growth and secured our first external investment in 2023 to scale even faster.

• The Best is Yet to Come: Help build what’s next. Your impact here matters — for our product, our customers, and the global workforce.

Company Overview

Our mission is to empower people to have their most productive workday. To do this we have built the industry-leading workforce analytics platform for remote and distributed teams. We were an early believer in the remote work trend and have been one hundred percent remote from day one, which was over a decade ago. With a focus on transparency and accountability, our software provides valuable insights about work habits. Our platform powers time and activity tracking, shift/schedule management, as well as invoicing, and payments for over 95,000 businesses. But we are just getting started. We believe that the remote work trend represents the biggest tectonic shift in the business world since the advent of the PC and that the majority of companies will have a tool like Hubstaff in their tech stack within the next decade. We have a winning culture and want to talk to you about how to help us continue our incredible momentum.