Remote SaaS Support Lead — Graduate to Customer Success

Ocho People; Belfast City District; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Remote work

Office space in Belfast city centre

Job summary

Ocho People is helping a fast-growing SaaS business place a Customer Success Executive in a flexible role that blends remote work with an optional Belfast office. You’ll be the first client contact, guiding new users and setting support standards while leading a small offshore team. Report to a founder and collaborate closely with engineering to drive value.

You’ll thrive in writing-heavy communication, keep calm with frustrated clients, and shape how support operates as the business scales.

Qualifications

• Completed degree that included a placement or internship year.
• Clear, confident written communication; most work happens in writing.
• Real composure when dealing with frustrated clients.
• Enough technical curiosity to work out why something is not behaving as expected.
• Strong organisation; manage several open tickets and stay on track.
• Right to work in the UK.

Responsibilities

• Handle inbound client queries across email and chat as the first point of contact.
• Resolve billing, refund and cancellation queries calmly and clearly.
• Respond within agreed timeframes and keep clients updated while issues stay open.
• Set priorities, quality standards and processes for two support colleagues overseas.
• Diagnose whether a problem is user error, a product bug or a gap in guidance.
• Build setup guides and ready-made fixes to reduce repetitive questions.
• Escalate recurring issues to engineering with evidence and a suggested fix.
• Support new clients through their first weeks and smooth out where they get stuck.
• Monitor accounts going quiet or repeatedly frustrated, and intervene to keep them.

Skills

Written communication

Customer-facing

Composure

Technical curiosity

Organisation

UK work rights

Education

Degree with placement

Tools

Intercom

Zendesk

HubSpot

WordPress

Wix

Shopify

Job description

Ocho People is helping a fast-growing SaaS business place a Customer Success Executive in a flexible role that blends remote work with an optional Belfast office. You’ll be the first client contact, guiding new users and setting support standards while leading a small offshore team. Report to a founder and collaborate closely with engineering to drive value.

You’ll thrive in writing-heavy communication, keep calm with frustrated clients, and shape how support operates as the business scales.