Remote SaaS Support Specialist

SourceWhale; London Borough of Hackney; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Macbook + work tech

Flexible working arrangements

Private medical, dental & vision

Income Protection Insurance

Mental health cover and EAP

Compassionate leave

Monthly social events

Early stage startup – big impact

Job summary

SourceWhale is seeking a Customer Support Specialist to own inbound conversations in Intercom, troubleshoot complex integrations, and collaborate with Product and Engineering to improve the product. You will communicate clearly across channels and help drive faster resolutions while maintaining a superior customer experience.

Join a newly formed UK team focused on client success, with a flexible hybrid model that supports both in-office and remote work, and a strong emphasis on knowledge sharing

Qualifications

• Experience in SaaS customer support.
• Able to simplify complex ideas for varied audiences.
• Strong written and verbal communication.
• Experience with Intercom or similar support platforms.

Responsibilities

• Own inbound conversations in Intercom from first response to resolution.
• Diagnose and troubleshoot integrations, sync issues, and data discrepancies.
• Reproduce issues and capture high-quality technical details.
• Communicate clearly with customers via chat, email, phone or video calls and set expectations.
• Collaborate with Product and Engineering to elevate issues and verify fixes.

Skills

Customer support experience

SaaS startup experience

Communication skills

Problem solving

Multitasking

Cross-functional collaboration

Remote teamwork

Tools

Intercom

Job description

SourceWhale is seeking a Customer Support Specialist to own inbound conversations in Intercom, troubleshoot complex integrations, and collaborate with Product and Engineering to improve the product. You will communicate clearly across channels and help drive faster resolutions while maintaining a superior customer experience.

Join a newly formed UK team focused on client success, with a flexible hybrid model that supports both in-office and remote work, and a strong emphasis on knowledge sharing