Graduate Customer Support

Ocho People; Belfast City District; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Remote work

Office space in Belfast city centre

Job summary

Ocho People is helping a fast-growing SaaS business place a Customer Success Executive in a flexible role that blends remote work with an optional Belfast office. You’ll be the first client contact, guiding new users and setting support standards while leading a small offshore team. Report to a founder and collaborate closely with engineering to drive value.

You’ll thrive in writing-heavy communication, keep calm with frustrated clients, and shape how support operates as the business scales.

Qualifications

• Completed degree that included a placement or internship year.
• Clear, confident written communication; most work happens in writing.
• Real composure when dealing with frustrated clients.
• Enough technical curiosity to work out why something is not behaving as expected.
• Strong organisation; manage several open tickets and stay on track.
• Right to work in the UK.

Responsibilities

• Handle inbound client queries across email and chat as the first point of contact.
• Resolve billing, refund and cancellation queries calmly and clearly.
• Respond within agreed timeframes and keep clients updated while issues stay open.
• Set priorities, quality standards and processes for two support colleagues overseas.
• Diagnose whether a problem is user error, a product bug or a gap in guidance.
• Build setup guides and ready-made fixes to reduce repetitive questions.
• Escalate recurring issues to engineering with evidence and a suggested fix.
• Support new clients through their first weeks and smooth out where they get stuck.
• Monitor accounts going quiet or repeatedly frustrated, and intervene to keep them.

Skills

Written communication

Customer-facing

Composure

Technical curiosity

Organisation

UK work rights

Education

Degree with placement

Tools

Intercom

Zendesk

HubSpot

WordPress

Wix

Shopify

Job description

Customer Success Executive

At-a-Glance

• Entry-level customer support role, open to graduates and to those around a year into their career
• Remote, with the option of office space in Belfast city centre if you'd rather work alongside a team
• Be the first point of contact for clients using a SaaS platform for SEO and AI-search visibility
• Lead a small offshore support team and shape how it operates
• Report directly to a founder, with the independence and ownership that comes with it

About the Company

My client is a fast-growing SaaS business whose platform helps companies grow their search visibility on auto-pilot, covering both traditional SEO and the newer problem of being found inside AI tools such as ChatGPT. The product spans site audits, keyword research and tracking, content generation, competitor analytics and backlink building, and integrates with the website platforms and frameworks its customers already use. This is a young, founder-led company growing quickly, which means the people who join early get to shape how things are done.

The Role

You are the first point of contact for clients, from their first days on the platform through to the questions that come up months later. A good part of the role is helping new clients embed the product into how they already work, so they see real value early and stay for the long run. This is a support-led position rather than an account-management one, so most of your time goes on answering questions and resolving issues rather than sitting in client meetings. The bulk of the work happens in writing, across email and chat, with calls when something needs a proper conversation. Alongside that you lead a small offshore support team, setting the standard for how quickly and how well clients are looked after. The role is remote, with the option of office space in Belfast city centre for anyone who wants it, and you report to one of the founders and work closely with engineering, giving you a direct line to the people who can act on what you learn from clients.

Key Responsibilities

• Handle inbound client queries across email and chat as the first point of contact
• Resolve billing, refund and cancellation queries calmly and clearly
• Respond within agreed timeframes and keep clients updated while issues stay open
• Set priorities, quality standards and working processes for two support colleagues based overseas
• Diagnose whether a problem is user error, a product bug or a gap in guidance
• Build setup guides and ready-made fixes so the same questions stop arriving
• Escalate recurring issues to engineering with the evidence and a suggested fix
• Support new clients through their first few weeks and smooth out where they get stuck
• Monitor accounts going quiet or repeatedly frustrated, and step in to keep them

What You'll Need

Essential:

• Either a completed degree that included a placement or internship year, or up to around a year in a customer-facing or support role
• Clear, confident written communication... most of this role happens in writing
• Real composure when dealing with a frustrated client
• Enough technical curiosity to work out why something is not behaving as expected
• Strong organisation... the ability to hold several open tickets and keep others on track too
• Right to work in the UK

Desirable / Nice to Have:

• Any exposure to SaaS, digital marketing, SEO or agency work
• Familiarity with a helpdesk or CRM tool such as Intercom, Zendesk or HubSpot
• Comfort with a CMS such as WordPress, Wix or Shopify

Why Apply?

• Start your career in SaaS at a company small enough that your work is visible
• Take charge of a small team far earlier than most first roles allow
• Report to a founder rather than working several layers below one
• Remote working, with the option of office space in Belfast city centre if you want it
• Solve problems properly rather than reading from a script
• Learn a real product in depth, from site audits to keyword tracking and integrations
• Clear scope to grow into customer success, account management or product support as the business scales
• Package and benefits discussed openly at the first conversation