Remote-First Customer Experience Lead

Uptrix; Greater London; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Above-market pay

Flexible time off

Team retreats

Wellness stipend

Free lunch, always

Top gear setup

Monthly team fun

Job summary

Uptrix is seeking a Customer Experience Specialist to be the first line of contact for users, turning issues into opportunities and building loyalty through meaningful conversations.

You’ll provide responsive support via chat, email, and social platforms, and collaborate with product and design to improve the overall journey. Strong communication and empathy are essential in a fast-paced environment.

Qualifications

• 2+ years of experience in customer support or similar roles (SaaS experience is a bonus).
• Excellent communication skills - both written and verbal.
• A calm, empathetic mindset and problem-solving instincts.
• Comfortable using modern tools like Intercom, Notion, Slack, and more.
• Someone who loves turning challenges into positive outcomes and thrives in fast-paced environments.

Responsibilities

• Provide responsive and friendly support via chat, email, and social platforms.
• Simplify complex issues into clear, human-friendly answers.
• Work closely with product, design, and support teams to improve the overall customer journey.
• Collect and relay feedback to help shape product improvements and feature development.
• Monitor support trends and help optimize internal support workflows.

Skills

Communication skills

Problem-solving

Empathy

Tools

Intercom

Notion

Slack

Job description

Uptrix is seeking a Customer Experience Specialist to be the first line of contact for users, turning issues into opportunities and building loyalty through meaningful conversations.

You’ll provide responsive support via chat, email, and social platforms, and collaborate with product and design to improve the overall journey. Strong communication and empathy are essential in a fast-paced environment.