SaaS Customer Support Champion

Valsoft Corporation; United Kingdom; On-site; GBP 28,000 - 40,000; Full time

Job summary

Flexigrant is seeking a Customer Support Representative to join our Customer Success team. You’ll be the first point of contact for customers, helping them get the most out of Flexigrant through fast, accurate and empathhetic support, using modern tools and AI-assisted workflows to resolve issues faster.

This role is central to our drive toward world-class customer satisfaction. In a fast-paced SaaS environment you’ll resolve tickets, automate repetitive work, and gather customer feedback to

Qualifications

• Experienced in a customer support or service role, ideally supporting a SaaS or cloud-based product.
• Detail-oriented self-starter with a focus on root-cause analysis and process improvement.
• Able to explain technical concepts clearly to non-technical users.
• Comfortable using AI-assisted support tools as part of daily workflows.

Responsibilities

• Front-Line Support Own tier 1 support, triaging, resolving and escalating tickets via Freshdesk.
• Respond to customer queries by email, phone and video call, adapting communication style.
• Meet and exceed SLA targets for response and resolution time, keeping customers informed.
• Use AI-powered tools to speed up ticket triage, draft and refine responses, and surface solutions.
• Knowledge & Continuous Improvement Create, update and maintain solution articles and knowledge base content.
• Support delivery of product webinars and online learning sessions.
• Identify recurring issues and build content or process improvements to reduce repeat tickets.
• Collaborate with Customer Success, Implementation and Product to ensure a joined-up experience.
• Escalate complex or high-impact issues to the right internal owner.
• Ensure all data handling complies with GDPR and security requirements.

Skills

SaaS support

Customer empathy

Communication

Problem solving

AI tools awareness

Tools

Freshdesk

Job description

Flexigrant is seeking a Customer Support Representative to join our Customer Success team. You’ll be the first point of contact for customers, helping them get the most out of Flexigrant through fast, accurate and empathhetic support, using modern tools and AI-assisted workflows to resolve issues faster.

This role is central to our drive toward world-class customer satisfaction. In a fast-paced SaaS environment you’ll resolve tickets, automate repetitive work, and gather customer feedback to