Product Support Specialist Customer Experience · Onetrace HQ ·

Onetrace; London; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

Onetrace is seeking a Product Support Specialist to enhance customer experience in our software solutions for subcontractors. This role involves providing exceptional support, resolving customer issues, and collaborating across teams to drive product improvements, all while being part of a dynamic, growth-oriented environment.

Benefits

NEST pension scheme

Private medical insurance with Bupa

Season ticket loan scheme

Employee assistance programme

25 days PTO, plus bank holidays

WeWork membership

Remote work abroad opportunities

Apple MacBook

Standing desk

Annual team offsite and regular socials

Qualifications

• Experience in a customer support role in SaaS.
• Ability to articulate customer pain points.
• Technical understanding of product features.

Responsibilities

• Engage with customers via email, chat, and phone.
• Resolve customer queries and issues promptly.
• Collaborate with teams to improve product support processes.

Skills

Customer support

Technical communication

Problem solving

Collaboration

Adaptability

Empathy

Tools

Intercom

HubSpot

Freshworks

Google Workspace

Job description

Job Title: Product Support Specialist
Salary: Up to £32,000 per year
Department: Customer Experience
Basis: Full-time, permanent
Location: Canary Wharf, London - WeWork
Reporting to: Customer Experience Lead

About Onetrace

Our relentless focus on user experience has been the cornerstone of our growth, helping us become the market leading software for fire protection subcontractors across the UK.

We’ve grown by staying obsessed with building software that actually works for the subcontractors on the ground; fast, intuitive, and simple to use.

We’re now gearing up for our next chapter: expanding into new trades and taking Onetrace global. We’re bootstrapped, profitable and driven by a clear mission - to lead the digital transformation for subcontractors, one trade at a time.

Come be part of a team that’s smart, ambitious, and comfortable in the chaos of growth - where your ideas matter, and your work shapes what comes next.

Want to learn more about our journey? Check out our LinkedIn page.

About the Role

At Onetrace, we're building software that’s reshaping the way sub-contractors in the construction industry manage their operations. From compliance to documentation, we help teams work more efficiently, stay competitiveand deliver with confidence.

We believe the key to a great product is great people - and exceptional product support.You'll be a core part of our customer experience, helping users get the most out of Onetrace. You’ll solve problems, share knowledge and champion feedback that drives our product forward.

You’ll sit at the intersection of product, operations and customer engagement- in a small, ambitious team where your voice genuinely shapes how we scale.

What You’ll Do

• Engage with customers through various channels, including email, chat, and phone.
  
• Respond to customer queries promptly, demonstrating a solid understanding of our products.
  
• Follow up with customers to ensure their queries/questions/issues are resolved.
  
• Identifying customer needs and recommending appropriate solutions, escalating complex issues as needed.
  
• Maintaining the current macros and workflows, and identifying opportunities to improve the customer experience.
  
• Maintain and update customer records in our CRM system (Intercom) to ensure accurate and up-to-date information.
  
• Collate and report the voice of the customer, relating to bugs and other insights liaising with the relevant teams across the wider business.
  
• Collaborate with internal teams to resolve issues and ensure timely resolution of customer concerns.
  
• Participate in meetings with the Product team to manage workflows, delegate tasks, and ensure customer feedback is addressed in product sprints.
  
• Serving as the main point of contact in the absence of the manager to other Commercial Teams and the Head of Commercial & Strategy
  
• Work with the wider team to continuously improve and contribute to the development and innovation of our product support processes.
  

What We're Looking For

Essential

• Previous experience in a customer support role in a SaaS environment
  
• Proficiency in Google Workspace
  
• Experience using help desk software and remote support tools such as Intercom, HubSpot, Freshworks (Freshdesk) etc.
  
• Deep understanding of the SaaS product being supported, including features, functionalities, and common user challenges
  
• Understanding of SaaS platforms, including basic troubleshooting of software issues
• Able to manage customer contact from query to resolution (involving cross-functional teams where necessary
• Ability to relay technical information in a simple and clear manner
• Able to articulate customer pain points to Product & Development/Design and Customer Success roles
• Can quickly learn new software and adapt to product updates or changes.
• Patience when handling tough cases with the ability to prioritise effectively andempathise with customers
• Curious, resourceful and love learning how things work andsolving problems for people
• A great communicator and natural collaborator
• Most importantly, you take pride in delivering a thoughtful, responsive customer experience.
  

Desirable

• Experience in omnichannel customer support, including live chat, email, and phone support, is highly desirable. While this role is primarily focused on live chat, familiarity with multiple customer service channels will be advantageous as we expand our support offerings in the future.

What We Offer

• Benefits
  • NEST pension scheme
  • Private medical insurance with Bupa
  • Season ticket loan scheme
  • Employee assistance programme
  • 25 days PTO, plus bank holidays

• Ways of Working
  • WeWork membership
  • Hybrid working options
  • Remote work abroad opportunities

• Equipment
  • We’ll set you up with an Apple MacBook and all the necessary software
  • Standing desk (when based in the office)
  • Tech accessories and Onetrace merch

• Socials
  • Annual team offsiteand regular socials

• Your Growth
  • Joining our agile team means you’ll gain hands-on experience, working closely with talented colleagues, and develop your skills in a supportive environment focused on growth
    

Diversity

Onetrace is committed to diversity in the workplace and proud to be an equal opportunity employer. If you require a reasonable adjustment, please contact us. All information will be kept confidential and will only be used for applying a reasonable adjustment.

For an informal discussion about the role, please contact [e-mail].

Please note that our office is a dog-friendly environment. Candidates should be aware that dogs are present in the workplace, which may include shared spaces. If you have allergies or concerns, please let us know in advance.