Customer Support Specialist (Fully Remote)

Arsenault

Liverpool

Remote

GBP 35,000 - 40,000

Full time

14 days+

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Benefits offered by this job

Private healthcare

Life insurance

Annual £250 gym membership

Annual company away day

Charity donation matching

Job summary

A leading software company in the UK is seeking a Customer Support Specialist to provide excellent support to users. This fully remote role requires a university degree and at least two years in technical support, particularly for software. You'll be the voice of the company, developing user relationships and ensuring quality service. Benefits include private healthcare, gym membership contributions, and career growth opportunities. Ideal candidates are outgoing, curious, and tech-savvy.

Qualifications

2+ years of experience in technical support for software.
Interest in writing, editing, or the English language.
Ability to work from home with a professional setup.

Responsibilities

Be the first point of contact for customers.
Write FAQs and support materials.
Represent us in user forums and build strong relationships.

Skills

Technical support experience

Communication skills

Customer relationship building

Inquisitive mindset

Education

University degree

Job description

Customer Support Specialist (Fully Remote)

About the Job

We’re passionate about the English language, and we design software that helps writers and editors produce their very best work. Our product, Arsenault, is the leading proofreading software for independent editors, proposal managers, medical writers, and publications teams.

We’re a growing, profitable company and have been working 100% remote since before it was cool!

About the Role

You will be the eyes, ears and voice of the company in its interactions with users, and our representative when they most need assistance. You’ll ensure that all our customers (regardless of size) experience excellent and timely support in every interaction with the company. We’ll give you the training to become a product expert, so you’re capable of fielding questions across both our Windows and Cloud products. You’ll also have the opportunity to explore what makes customer support so interesting and important.

We get our best innovations from customer feedback, so you’ll develop great relationships with our user base (while also setting realistic expectations). You’ll join our online forum and help build the community of users there, track everything users report to us, and feed that back to our engineering team so we understand customer pain points and can prioritize improvements. In addition to customer support, you’ll lead on detailed investigations. We’re looking for someone with an inquisitive mind who loves to explore how language software can produce erroneous results.

Our customers write and edit documents professionally, so it helps to have a deep understanding of writing and editing documents. We’re looking for someone who has opinions on apostrophes and a stance on the Oxford comma.

Your responsibilities will include:

Be the first point of contact for customers and ensure we provide quality customer support across all accounts
Write FAQs and other support materials
Represent us in user forums, build strong relationships with customers and engage with their feedback

You will report directly to the Customer Support Manager, so you must be self‑motivating and able to get things done independently.

Requirements

You’re outgoing, patient, and love talking tech with customers. You’re independent and reliable. You’re a great listener, curious about everything, and love asking questions and solving user problems.

A university degree
Two years or more of experience in technical support in software
Demonstrable interest in writing, editing or the English language
An ability to work from home on a PC with Windows, with an appropriate set‑up for professional video calls

You must be based in the UK and plan to work exclusively from the UK.

Benefits

An Accepting and Diverse Workplace

Intelligent Editing is committed to being an equal opportunity employer. We aim to create a workplace that celebrates diversity. We do not tolerate discrimination. Our users are keepers of the written word, and we stand with those working to shine a light on all forms of exclusion and inequality. #BlackLivesMatter.

Summary of Highlights