Customer Support Specialist

Story Terrace Inc.; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A growing customer experience platform is seeking a Support Specialist based in London. In this role, you'll be the first point of contact for customers, providing support and guidance while enhancing user experiences on the platform. Ideal candidates are proactive, possess strong communication skills, and thrive in fast-paced environments. Join a high-ownership team that values speed and impact.

Benefits

Opportunity for rapid growth

Collaborative work environment

Access to latest customer support tools

Qualifications

• Enjoy working with people and helping them succeed.
• Ability to communicate clearly under pressure.
• A proactive mindset with the confidence to work independently.

Responsibilities

• Respond to support requests with clarity and care.
• Guide users through workflows and unblock issues.
• Track and improve key metrics like CSAT.

Skills

Clear communication skills

Problem-solving mindset

Customer service experience

Tools

Intercom

Customer insight software

Job description

About Zelt:

Zelt is building the first unified employee platform that brings together HR, payroll, IT, onboarding, and automation into one seamless system. We’ve been recognised by G2 as a High Performer across HR and Payroll, the only European vendor with that status, and we’re expanding fast into the mid-cap and enterprise space.

Why this role?

This is a rare opportunity to join a growing startup in a role that sits at the core of customer experience. You’ll help customers navigate essential parts of the Zelt platform, solve real problems, and create meaningful value every day.

This is not just a reactive support role. You’ll guide customers through complex, sometimes sensitive workflows, help them adopt new features, and directly influence how users experience Zelt.

You'll work closely with founders, product managers, and engineers to turn moments of friction into clarity and trust. If you love working with people, think in systems, and want to make a difference, this role is for you.

Your role:

You will be the first point of contact for customers who need help, answers, or reassurance. You will resolve problems, guide users, and turn each interaction into a moment of trust.

You will work closely with Support, Product, and Engineering to improve workflows and make the platform more intuitive over time. You will own customer conversations from start to finish, with the autonomy to act and the support to grow.

You are thoughtful, curious, and solution-focused. You do not just close tickets. You remove the need for them next time.

Your tasks:

• Respond to support requests with speed, clarity, and care
• Guide users through Zelt workflows and unblock issues
• Track and improve key metrics like CSAT, response time, and resolution time
• Identify bugs, product gaps, and points of confusion
• Share insights to improve features and internal processes
• Help customers adopt features and optimise how they use Zelt.

Requirements:

• A genuine enjoyment of working with people and helping them succeed
• Clear, calm communication skills, both written and verbal
• A proactive mindset with the confidence to work independently
• Steady under pressure, with a constructive and solution-oriented approach
• A systems thinker who solves problems at the root, not just on the surface
• Bonus: Familiarity with tools like Intercom, analytics platforms, or customer insight software
• Bonus: Experience in people-first environments such as hospitality, reception, or service roles.

Why to join us:

• Be the trusted voice customers rely on when it matters most
• Work closely with product and engineering to improve the user experience
• Optimise customer support functions using the latest tools like AI chatbots
• Join a high-ownership team that values care, speed, and impact
• Grow quickly in a role that shapes how users experience Zelt.

Let’s build something better:

If you are ready to support customers with empathy, solve meaningful problems, and help shape how Zelt delivers support, we would love to hear from you.