Remote SaaS Customer Support Specialist (AI & Recruitment)

Workshop; United Kingdom; Remote; GBP 32,000 - 42,000; Full time

Benefits offered by this job

ESOP

Wellbeing allowance

Learning and development support

Home office setup

4 weeks annual leave + birthday leave

Flexible remote working

Job summary

Optimal is seeking a Customer Support Specialist to be the first line of support for customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers in a fully remote UK/EMEA role.

You will handle inquiries via Intercom, review studies, monitor progress, troubleshoot issues, and collaborate with Product and Success teams to improve the customer journey.

Qualifications

• 2+ years in a customer support role, SaaS/tech preferred.
• Able to manage high volumes and priorities asynchronously.
• Excellent written English and strong communication.

Responsibilities

• Handle inbound support inquiries via Intercom.
• Coordinate participant recruitment workflows; review studies, monitor progress and resolve issues.
• Troubleshoot user issues and identify bugs or usability concerns.
• Collaborate with Product and Success teams to improve the customer journey.
• Help maintain and evolve internal and external documentation.
• Suggest and implement process improvements, including AI agent enhancements.

Skills

Customer support

SaaS/tech experience

Remote work

Tools

Intercom

Slack

Notion

Google Workspace

Job description

Optimal is seeking a Customer Support Specialist to be the first line of support for customers; resolving issues, guiding users, and coordinating our participant recruitment service with customers and third-party providers in a fully remote UK/EMEA role.

You will handle inquiries via Intercom, review studies, monitor progress, troubleshoot issues, and collaborate with Product and Success teams to improve the customer journey.