Customer Support Specialist

SourceWhale; London Borough of Hackney; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Macbook + work tech

Flexible working arrangements

Private medical, dental & vision

Income Protection Insurance

Mental health cover and EAP

Compassionate leave

Monthly social events

Early stage startup – big impact

Job summary

SourceWhale is seeking a Customer Support Specialist to own inbound conversations in Intercom, troubleshoot complex integrations, and collaborate with Product and Engineering to improve the product. You will communicate clearly across channels and help drive faster resolutions while maintaining a superior customer experience.

Join a newly formed UK team focused on client success, with a flexible hybrid model that supports both in-office and remote work, and a strong emphasis on knowledge sharing

Qualifications

• Experience in SaaS customer support.
• Able to simplify complex ideas for varied audiences.
• Strong written and verbal communication.
• Experience with Intercom or similar support platforms.

Responsibilities

• Own inbound conversations in Intercom from first response to resolution.
• Diagnose and troubleshoot integrations, sync issues, and data discrepancies.
• Reproduce issues and capture high-quality technical details.
• Communicate clearly with customers via chat, email, phone or video calls and set expectations.
• Collaborate with Product and Engineering to elevate issues and verify fixes.

Skills

Customer support experience

SaaS startup experience

Communication skills

Problem solving

Multitasking

Cross-functional collaboration

Remote teamwork

Tools

Intercom

Job description

About Us

We're the Agentic Recruitment Platform. Built on context, powered by agents, designed for the people doing the actual recruiting. The short version: everyone else is bolting AI onto a decade-old CRM. We built the context layer first, which is why our agents actually know what's going on!

Why Us?

We’re a team of seriously talented, positive individuals and we invest heavily in our people - you won’t feel like a number here!

This is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see our G2 reviews!

As our Customer Support Specialist, you will be at the centre of the customer experience, providing technical support and collaborating with different teams to improve the product.

Reporting directly into the UK Support team lead, this is an opportunity to join a newly formed team with a clear remit and investment, united by a shared goal: our clients’ success with SourceWhale!

Day in the Life

Core support responsibilities

• Owning inbound support conversations in Intercom, from first response through to resolution and follow-up.

• Diagnosing and troubleshooting technical issues such as integrations, sync issues, and data discrepancies.

• Reproducing issues reliably and capturing high-quality technical detail

• Communicating clearly with customers via chat, email, phone or video calls setting expectations and providing timely updates.

• Working cross-functionally with Product and Engineering to elevate issues, validate fixes and improve the product.

Proactive improvement responsibilities

• Identifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements.

• Creating and updating Intercom articles and FAQs to support automated customer support.

• Improving internal troubleshooting playbooks and support processes to increase speed and consistency.

• Continuously building your knowledge of our products, integrations, and the recruitment tech ecosystem.

Examples of issues you’ll work on

• CRM/ATS integrations: connection issues, permissions, field mapping, and sync behaviour.

• Data issues: duplicates, missing records, incorrect values, and import/export problems.

• API issues: authentication/authorisation errors, rate limits…

• Browser/environment issues: extensions, cookies/cache and user permissions.

What success looks like

• Become highly effective in the SourceWhale product and core integration flows.

• Own tickets end-to-end with clear customer communication and consistent follow-ups.

• Produce high-quality escalations that reduce back-and-forth with Engineering.

• Help reduce repeat issues through documentation, improved workflows, or clear product feedback.

Who You Are

• Customer Success or Support experience in the SaaS startup space

• Experience working in a customer support capacity.

• Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences

• Strong listening and problem solving skills

• Ability to work with multiple ongoing priorities and live projects

• Ability to work cross-functionally with distributed remote teams in a startup environment

• Driven and proactive approach with a strong willingness to learn

What Sets You Apart

• Experience troubleshooting integrations

• Experience working for a Recruitment Technology company

• Previous Recruiting experience would be a plus

• Strong presentation skills

• Strong technical acumen

What’s In It For You

At SourceWhale, we champion a culture built on transparency, trust, and flexibility. Open communication is our norm, and everyone’s voice truly matters.
We offer a flexible work model, allowing you to choose between office and remote work, recognizing the uniqueness of each individual's preferences. Collaboration is key, whether in the physical office, a company meetup or virtually. We're committed to continuous improvement, actively seeking feedback and encouraging innovation.
We completely understand the importance of work-life balance and truly care about our employees offering the following benefits:

• 25 days holiday (not including public holidays).

• Macbook + any extra tech or software necessary for your role.

• Flexible business with flexible working arrangements.

• Private medical, dental & vision insurance.

• Income Protection Insurance.

• Extended mental health cover and Employee Assistance Programme (EAP).

• Compassionate leave policy.

• Monthly social events.

• First hand experience of an early stage startup - huge ability to make an impact!