Remote SaaS Support Specialist — Fast, Friendly Help

optimalworkshop; United Kingdom; Remote; GBP 28,000 - 42,000; Full time

Benefits offered by this job

ESOP

Wellbeing allowance

Learning and development support

Home office setup

Birthday leave

Job summary

Optimal is seeking a Customer Support Specialist to be the first line of contact for customers. You will respond to inquiries, guide users, and coordinate our participant recruitment service with customers and third-party providers.

You’ll work remotely, asynchronously, and contribute to product improvements with the Success and Product teams, helping to evolve documentation and our AI-assisted support, while maintaining high standards of customer care.

Qualifications

• 2+ years in a Customer Support role, ideally SaaS/tech
• Able to manage a high volume of information and juggle multiple priorities
• Self-starter, comfortable working remotely and asynchronously
• Excellent written English
• Familiarity with Intercom, Slack, Notion, Google Workspace
• Strong judgment, empathetic and solutions-oriented
• Experience with third-party service providers

Responsibilities

• Handle inbound support inquiries via Intercom
• Drive participant recruitment workflows; reviewing studies, monitoring progress and quality, and resolving recruitment 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 enhancements to our AI agent, to increase efficiency and improve the customer experience

Job description

Optimal is seeking a Customer Support Specialist to be the first line of contact for customers. You will respond to inquiries, guide users, and coordinate our participant recruitment service with customers and third-party providers.

You’ll work remotely, asynchronously, and contribute to product improvements with the Success and Product teams, helping to evolve documentation and our AI-assisted support, while maintaining high standards of customer care.