SaaS Customer Support Specialist

CarePlanner Ltd ?; Bournemouth; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 Days paid leave

Public holidays

Private Medical Insurance

Group Life Assurance

Dental Cover

Pension Contribution

Employee Assistance Programme

Birthday Day off

Job summary

Nourish is seeking a Customer Support Executive in Bournemouth to deliver exceptional experiences across live chat, phone, and email. You will be the first contact for queries, resolving issues quickly with empathy and product knowledge.

Join a fast-paced SaaS environment and collaborate with internal teams to drive continuous improvement and customer satisfaction while growing with a rapidly expanding company.

Qualifications

• Experience in customer support essential, ideally within a B2B SaaS or tech-driven environment.
• Proactive mindset with a positive, can-do attitude.
• Excellent organisational skills to manage multiple conversations and priorities at once.
• Comfortable working in a fast-paced environment and open to continuous learning and improvement.
• Strong collaboration skills, able to work well across different teams and departments.

Responsibilities

• Respond promptly to inbound customer queries via live chat, email and phone, delivering clear, friendly, and efficient support.
• Ensuring all support is delivered efficiently and effectively in line with specific SLA's and to the customer's satisfaction.
• Triage and categorise incoming support requests to ensure the right level of priority and streamline issue resolution.
• Help clients resolve their questions and issues efficiently, with a focus on first-time resolution and satisfaction.
• Escalate complex or technical issues to second-line support teams, ensuring seamless handover and continued customer care.
• Communicate effectively with internal teams to ensure customer feedback and needs are addressed quickly.
• Actively contribute to process improvements and knowledge sharing within the support team.
• Become a confident expert in the Nourish Care products, delivering prompt, polite, and empathetic support to always ensure an exceptional customer experience.
• Support the wider team in building strong, trust-based client relationships that contribute to business success.
• Take on additional responsibilities as needed, contributing to the wider goals and success of the company.
• Work within a rota-based shift pattern between the hours of 7am-7pm, Mon-Fri)

Skills

Customer support

Proactive mindset

Organisational skills

Cross-team collaboration

Interpersonal skills

Initiative

Job description

Nourish is seeking a Customer Support Executive in Bournemouth to deliver exceptional experiences across live chat, phone, and email. You will be the first contact for queries, resolving issues quickly with empathy and product knowledge.

Join a fast-paced SaaS environment and collaborate with internal teams to drive continuous improvement and customer satisfaction while growing with a rapidly expanding company.