SaaS Customer Support Specialist

Gift&Go; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Gift & Go is recruiting a Customer Service Representative to join a growing, award-winning SaaS gifting platform. You will respond to client and end-user inquiries, manage tickets in Zendesk, and coordinate with suppliers to process refunds, returns and orders. A proactive, detail-driven approach and strong communication are essential.

The role reports to the Head of Department. Full-time with in-office requirements across a five-day week; immediate start or short notice period preferred.

Qualifications

• 1 year of proven experience in customer support or similar role.
• Experience in SaaS/Fintech or online marketing is highly desirable.
• Ability to work in a fast-paced startup environment.
• Strong communication and problem-solving skills.
• Proficiency with Microsoft Office (Word/Excel/PowerPoint).

Responsibilities

• Respond to customer queries and complaints within defined SLAs; follow up to ensure resolution.
• Manage support tickets via Zendesk platform.
• Liaise with suppliers and internal stakeholders for order updates.
• Coordinate refunds, returns, credits and product replacements.
• Process manual orders for clients’ customers.
• Escalate complex inquiries to appropriate teams.
• Support the wider Operations team with additional tasks.

Skills

Customer service

SaaS

Communication

Detail-oriented

Teamwork

Tools

Zendesk

Microsoft Office

Job description

Gift & Go is recruiting a Customer Service Representative to join a growing, award-winning SaaS gifting platform. You will respond to client and end-user inquiries, manage tickets in Zendesk, and coordinate with suppliers to process refunds, returns and orders. A proactive, detail-driven approach and strong communication are essential.

The role reports to the Head of Department. Full-time with in-office requirements across a five-day week; immediate start or short notice period preferred.