Remote SaaS Support Specialist — Drive Customer Impact

SourceWhale; Greater London; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

25 days holiday

Macbook + tech

Flexible working

Income Protection Insurance

Mental health cover & EAP

Compassionate leave

Monthly social events

Hands-on startup exposure

Job summary

SourceWhale, a fast-growing recruitment technology startup, is seeking a Customer Support Specialist to be at the center of the customer experience, providing technical support and collaborating with teams to improve the product. You will own inbound conversations in Intercom and work with Product and Engineering to resolve issues.

The role reports to the UK Support team lead and requires one day per week in our London office (Wednesdays).

Qualifications

• Minimum requirement: At least 1 year of experience in a Customer Support or Customer Success role within a SaaS company.
• Experience working in a customer support capacity.
• Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences.
• Strong listening and problem solving skills.
• Ability to work with multiple ongoing priorities and live projects.
• Ability to work cross-functionally with distributed remote teams in a startup environment.
• Driven and proactive approach with a strong willingness to learn.

Responsibilities

• Own inbound support conversations in Intercom from first response through to resolution.
• Diagnose and troubleshoot technical issues such as integrations, sync issues, and data discrepancies.
• Reproduce issues reliably and capture high-quality technical detail and updates.
• Communicate clearly with customers via chat, email, phone or video, setting expectations and providing timely updates.
• Work cross-functionally with Product and Engineering to escalate issues.
• Identify recurring themes and pain points, collect customer feedback, and help guide product improvements.
• Create and update Intercom articles and FAQs to support automated customer support.
• Improve internal troubleshooting playbooks and support processes to increase speed and consistency.

Skills

Intercom

Customer support

SaaS experience

Communication skills

Problem solving

Tools

Intercom

Job description

SourceWhale, a fast-growing recruitment technology startup, is seeking a Customer Support Specialist to be at the center of the customer experience, providing technical support and collaborating with teams to improve the product. You will own inbound conversations in Intercom and work with Product and Engineering to resolve issues.

The role reports to the UK Support team lead and requires one day per week in our London office (Wednesdays).