Customer Support Representative (up to £35k)

CareScribe; Bristol; Hybrid; GBP 27,000 - 35,000; Full time

Job summary

A technology company in Bristol is seeking an experienced Customer Support Representative to assist users with troubleshooting and provide excellent support across platforms. This role requires strong problem-solving skills, technical knowledge, and empathetic communication. The position includes a salary range of £27,000 to £35,000 and in-person work twice a week in a modern office environment.

Benefits

£250 annual learning allowance

5% pension contribution

25 days holiday, rising to 30

Qualifications

• Experienced in customer support within a SaaS or tech environment.
• Confident using support tools such as ticketing systems.
• Tech-confident: quick to pick up new tools.

Responsibilities

• Responding to customer queries quickly and compassionately.
• Troubleshooting technical issues across multiple platforms.
• Creating and maintaining knowledge base articles.

Skills

Troubleshooting skills across platforms

Empathetic communication

Organizational skills

Proactive problem solving

Knowledge of assistive technology

Tools

HubSpot

Jira

Mixpanel

Job description

Customer Support Representative (up to £35k DOE)

At CareScribe, we design technology that helps people work smarter and communicate better. What started as a mission to make workplaces and education more inclusive, supporting disabled and neurodivergent communities, has grown into building tools that boost productivity and performance for everyone.

Our products, Caption.Ed and TalkType, are used worldwide: reducing meeting fatigue, improving accuracy, and unlocking focus in busy work environments. Whether it’s a student gaining confidence in lectures or a business streamlining time-consuming processes, we’re creating solutions that make a real difference.

Customer Support is at the heart of this. Our users rely on us to help them get the most out of our tools - whether that’s answering questions, troubleshooting issues, or sharing tips that make their day easier.

Where you come in

We’re looking for an experienced Customer Support Representative who thrives on solving problems and making technology work for people. You’ll be the first point of contact for our users, guiding them through challenges, troubleshooting across Windows, MacOS, iOS, and Android, and supporting them via multiple channels such as email, chat, and phone.

You’ll bring both empathy and technical know-how to the role - whether that’s resolving day-to-day queries, digging deeper into complex issues, or flagging bugs to our Engineering team with clear context on how they affect customers.

This is a new role, and you’ll be joining our Customer Support team, working closely with the other Customer Support Representative and colleagues across Customer Success and Sales. You’ll also collaborate with our Software Engineers, Quality Audit, and Product teams, so there’s always support around you - while still giving you plenty of scope to take ownership of your work.

What you’ll be doing

• Responding to customer queries quickly and compassionately, providing clear guidance and practical solutions.
• Troubleshooting technical issues across platforms (Windows, MacOS, iOS, Android), including installation, permissions, and configuration.
• Escalating complex bugs to Engineering and ensuring customers stay updated on progress.
• Creating and maintaining knowledge base articles, videos, and resources to help users self-serve.
• Spotting recurring issues or feedback trends and sharing insights with Product and Engineering.
• Supporting internal colleagues with product queries to keep everyone aligned.

About you

• Experienced in customer support within a SaaS or tech environment, with proven troubleshooting skills across Windows, MacOS, iOS, and Android.
• Confident using support tools such as ticketing systems, CRMs, and analytics platforms (e.g. HubSpot, Jira, Mixpanel).
• Comfortable supporting customers with common collaboration tools like Microsoft Teams, Zoom, and Google Meet.
• Tech-confident: quick to pick up new tools and able to diagnose issues methodically.
• Clear, empathetic communicator who can explain complex solutions in a simple, supportive way.
• Organised and detail-oriented, balancing multiple priorities without losing sight of the customer.
• Proactive problem solver who doesn’t just fix issues but looks for ways to prevent them happening again.
• Awareness of, or willingness to build knowledge in, assistive technology, Deaf Awareness, or Neurodiversity.

What we offer

The salary for this role ranges from £27,000 to £35,000 (depending on experience). You'll be based in our modern office next to Temple Meads Station, with two in-person days a week. At CareScribe, we believe great people thrive when they’re supported, whether that’s through learning, flexibility, wellbeing, or simply feeling part of our community:

Growth and Development

• Compensation and Performance frameworks
• £250 annual learning allowance

Financial Wellbeing

• 5% pension contribution and Salary Sacrifice
• Matched charity donations

Time Off and Flexibility

• 25 days holiday (plus bank holidays), rising to 30, with option to buy more
• Up to 16 weeks full-pay parental leave (+6 weeks for partners)
• 10 “Work Away” days a year

Health and Wellbeing

• Company sick pay
• Spill and Health Shield cash plan

Community and Culture

• Free Caption.Ed & TalkType for 5 friends/family
• 2 volunteer days, team socials, away days & a dog-friendly office

Hiring Process

1. Apply - by sending your CV and cover note via LinkedIn or to [e-mail].
2. Initial conversation - with the hiring manager to explore experience, motivation, and whether this role could be the right fit for you.
3. Follow-up interview - this will be a deeper dive into your experience and skills with the Hiring Manager and another member of the Support team (1 and 2 October)
4. Technical / Operating Principles (OP's) - in-person with the hiring manager and our Lead Product Manager to include a practical exercise and scenario questions relating to our OP's (7 October)

Eligibility to work in the UK

This role is open to candidates who are able to work in the UK. We are not offering visa sponsorship.

CareScribe is an equal opportunities employer

We’re committed to building a workplace where everyone feels supported, valued, and able to do their best work. Diversity, inclusion, and collaboration are at the heart of how we operate.