Hybrid Customer Success & Support Analyst — On-Call

PASS; Farnborough; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Private medical cover with Vitality

Life insurance

Company pension scheme

Cycle-scheme

Free non-fiction book scheme

Chill Friday

Job summary

everyLIFE Technologies is seeking a full-time Customer Success and Support Analyst to support our growing UK customer base from Farnborough head office with remote options. You will handle high-volume inbound and outbound calls, resolve issues in real time, and guide users through workflows to maximize product value.

The role focuses on telephone-based support across channels, troubleshooting live with customers, and logging enquiries in Salesforce.

Qualifications

• Proven experience in a customer-facing role with regular telephone-based support.
• 1–2 years’ experience handling customer support via telephone.
• Strong verbal communication skills and ability to explain technical concepts over the phone.
• Experience de-escalating frustrated customers.

Responsibilities

• Deliver high-quality customer support across email, in-product chat, and telephone, with phone support as a core part of the role.
• Handle a high volume of inbound and outbound customer calls, including troubleshooting issues and guiding users step-by-step through solutions.
• Ensure customers receive an easy, memorable, and valued service across all touchpoints.
• Seek to understand how customers use our products and proactively offer guidance to maximize value.
• Troubleshoot issues live with customers, often in real-time over the phone.
• Record enquiries in Salesforce for timely resolution.

Skills

Telephone-based support

Customer empathy

Communication

De-escalation

Tools

Intercom

Aircall

Confluence

Jira

Kibana

Postman

Bugfender

Microsoft Office

Job description

everyLIFE Technologies is seeking a full-time Customer Success and Support Analyst to support our growing UK customer base from Farnborough head office with remote options. You will handle high-volume inbound and outbound calls, resolve issues in real time, and guide users through workflows to maximize product value.

The role focuses on telephone-based support across channels, troubleshooting live with customers, and logging enquiries in Salesforce.