Customer Support Specialist

Aviy; United Kingdom; Remote; GBP 34,000 - 47,000; Full time

Benefits offered by this job

Share options

Annual learning budget

Generous paid time off

Paid parental leave

Job summary

Aviy is seeking a customer support specialist to help users navigate our software. You’ll answer email and live chat questions, troubleshoot issues end to end, and write clear help center articles. Excellent written English and empathy are essential.

This is a fully remote role with UK/US work eligibility. We offer a generous learning budget, flexible hours, substantial paid time off, and share options to own a piece of the company.

Qualifications

• A couple of years in customer support, ideally for a software product.
• Excellent written English and genuine empathy — the kind that survives the fourth difficult conversation of the day.
• Technical troubleshooting ability and patience, and enough interest in small business to care about the answer.

Responsibilities

• Answer customer questions across email and live chat.
• Troubleshoot payment, document and account problems end to end.
• Write and maintain help centre articles.
• Escalate bugs with enough detail that an engineer can act on them.
• Spot patterns in what people contact us about, and push for the underlying fix.

Skills

Customer support

Written English

Technical troubleshooting

Job description

People contact us when an invoice has not been paid, or a document will not send, or a client is disputing something. The stakes are real and the person on the other end is often stressed before they have typed a word.

Good support here is not scripted politeness. It is working out what actually went wrong, fixing it, and explaining it in a way that leaves someone more confident than before.

This is a proper career role on a team that is growing, not a stopgap.

The work

Day to day:

• Answer customer questions across email and live chat
• Troubleshoot payment, document and account problems end to end
• Write and maintain help centre articles
• Escalate bugs with enough detail that an engineer can act on them
• Spot patterns in what people contact us about, and push for the underlying fix

What we are looking for

A couple of years in customer support, ideally for a software product. Excellent written English and genuine empathy — the kind that survives the fourth difficult conversation of the day.

Technical troubleshooting ability and patience, and enough interest in small business to care about the answer.

Where you work

This one is fully remote. We care where you are only insofar as the law does: you need the right to work in the UK or the US already, because there is no office attached to this job for us to sponsor you into. Beyond that, work from wherever you work best.

We overlap a few hours a day and write the rest down. Most decisions live in documents and pull requests rather than meetings, which is partly a philosophy and mostly a consequence of being spread across time zones.

Pay and the rest of it

$45,000–$62,000 a year, reviewed every year against the market for where you live, plus share options — everyone here owns a piece of the company.

Flexible hours, a budget for whatever laptop and desk you actually want, an annual learning budget, generous paid time off that we check people take, and paid parental leave for every parent however you become one.