Hybrid Bristol 2nd Line Customer Support Agent

Jugo; West of England; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Hybrid work

25 days holiday

Training and development

Impactful role

Job summary

Jugo is seeking a 2nd Line Customer Support Agent to join our Bristol team in a hybrid role. You’ll be the first line for complex customer queries, guiding users through setup and troubleshooting for our Zoom/Teams experiences and helping ensure smooth launches for early adopters.

You’ll work across email, chat and tickets with calm, clear communication, maintain knowledge base, and contribute to CSAT and SLA targets as we prepare for full launch next spring.

Qualifications

• 1–3 years in a customer support or helpdesk role (B2B or SaaS preferred).
• Able to manage multiple tickets and channels with calm, clear communication.
• Empathetic approach and structured problem-solving mindset.

Responsibilities

• Respond to inbound queries across email, chat and ticketing systems.
• Guide users through setup, troubleshooting and in-platform actions to ensure full resolution.
• Maintain accurate notes and updates, keeping stakeholders informed.
• Support early adopters and contribute to knowledge base and content updates.

Skills

Customer support

Clear communication

Multitasking

Empathy

Tools

CRM software

Job description

Jugo is seeking a 2nd Line Customer Support Agent to join our Bristol team in a hybrid role. You’ll be the first line for complex customer queries, guiding users through setup and troubleshooting for our Zoom/Teams experiences and helping ensure smooth launches for early adopters.

You’ll work across email, chat and tickets with calm, clear communication, maintain knowledge base, and contribute to CSAT and SLA targets as we prepare for full launch next spring.