Customer Support & Systems Specialist

Cara Technology; Leatherhead; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

A leading company is seeking a Customer Support & Systems Specialist based in Leatherhead to provide exceptional customer service and manage systems including HubSpot and WooCommerce. This hybrid role offers a supportive environment with flexible working conditions and a focus on problem-solving, ensuring a collaborative and efficient team dynamic.

Benefits

26 days holiday + bank holidays

Flexible hybrid working

Company pension scheme

Sick leave and parental leave

Free on-site parking

Personal development opportunities

Qualifications

• Significant experience in customer or technical support essential.
• Proficiency in WooCommerce/WordPress and HubSpot.

Responsibilities

• Provide first-line support for customer queries through HubSpot.
• Manage and maintain WooCommerce/WordPress site.
• Assist sales teams with reporting and technical issues.

Skills

Customer Support

Technical Support

WooCommerce

HubSpot

Troubleshooting

Communication

Detail-oriented

Tools

HubSpot

WooCommerce

WordPress

Job description

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Customer Support & Systems Specialist, Leatherhead

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Client:

Location:

Leatherhead, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

6bc581382486

Job Views:

3

Posted:

25.06.2025

Expiry Date:

09.08.2025

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Job Description:

Location: Leatherhead, UK (Hybrid: part-office, part-home working)
Contract: Permanent | Full-time (37.5 hours/week)
Salary: £26,500 – £32,000 (dependent on experience)
Holiday: 26 days + 8 bank holidays

Location: Leatherhead, UK (Hybrid: part-office, part-home working)
Contract: Permanent | Full-time (37.5 hours/week)
Salary: £26,500 – £32,000 (dependent on experience)
Holiday: 26 days + 8 bank holidays

About the Role

We’re looking for a highly organised, tech-savvy, and customer-focused Customer Support & Systems Specialist to join our growing team.

In this hybrid role, you’ll be the first point of contact for customer queries and a key systems champion across our business. You'll manage support tickets via HubSpot, oversee updates and maintenance on our WooCommerce/WordPress website, and help streamline operations through improved automations and platform integrations (including HubSpot, Xero, and Asana).

You’ll also play a key role in our tasting validation schemes—guiding customers through the process, resolving login and data entry issues, and supporting both the technical and sales teams with customer-facing systems.

If you're the kind of person who loves problem-solving, process improvement, and delivering great service, this could be a perfect fit.

Key ResponsibilitiesCustomer Support (HubSpot Helpdesk)

• Act as the first line of support for customer queries via our HubSpot helpdesk (tickets, email, and chat).

• Troubleshoot access, data entry, and customer portal issues.

• Maintain a helpful, professional tone across all customer interactions.

• Escalate technical/operational issues with clear documentation.

Scheme Assistance

• Assist customers in using our browser-based system for tasting scheme participation.

• Guide users through technical aspects of the scheme process.

• Collaborate with internal teams to ensure a seamless experience.

Sales Team Support

• Assist the sales team with reporting and data entry requirements.

• Support customers with system login issues and data uploads related to training, validation, or order processes.

• Provide technical support that enables the sales process to run smoothly.

Website & WooCommerce Management

• Manage and maintain our WooCommerce/WordPress site (aroxa.com), including:

  • Product listings

  • Content updates

  • Shipping rules

  • Discount logic (YITH, plugin-based)

  • Private customer catalogues

  • Multi-currency settings

• Monitor website performance, manage plugin updates, and resolve UX or technical issues.

• Liaise with developers for escalated fixes or improvements.

CRM & Systems Support (HubSpot, Xero, WooCommerce)

• Maintain accurate CRM records (contacts, deals, tickets, etc.) in HubSpot.

• Build and improve automation workflows and custom properties.

• Design dashboards and reports to support customer insights and scheme performance.

• Help integrate platforms (e.g. WooCommerce → HubSpot → Xero) using tools like Zapier, Make, or direct API connections.

Internal Systems & Tech Stack Improvements

• Promote data consistency and automation best practices across systems.

• Identify pain points in workflows and help teams resolve inefficiencies.

• Support broader discussions on platform improvements and new feature rollouts.

Who We’re Looking ForEssential Skills & Experience

• Strong experience in customer or technical support.

• Confident working with WooCommerce/WordPress, including products, layout, and user access.

• Comfortable using HubSpot CRM for contact management, ticketing, automation, and reporting.

• High IT literacy and strong troubleshooting instincts.

• Able to manage and support platform integrations.

• Detail-oriented, with great documentation and communication skills.

Desirable (Nice to Have)

• Experience with global e-commerce and multi-currency setups.

• Working knowledge of HTML/CSS for basic formatting.

• Familiarity with Zapier, Make (Integromat), or APIs.

• Experience in ISO 9001 or other quality-led environments.

• A second language (advantageous but not essential).

What We Offer

• 26 days’ holiday + bank holidays

• Flexible hybrid working and hours

• Company pension scheme

• Sick leave, parental leave, and compassionate leave

• Free on-site parking

• Personal development opportunities and system ownership

• A friendly, collaborative team culture

• Regular socials and company events