Senior Customer Support Specialist

Pinpoint; Remote; GBP 60,000 - 80,000; Full time

Job summary

A high-growth HR tech start-up is seeking a Senior Customer Support Specialist to provide top-notch support through live chat and email. You'll be responsible for managing customer inquiries in a high-volume environment, ensuring rapid and contextually aware responses. Ideal candidates will have 2+ years of customer support experience, strong communication skills, and a knack for technical troubleshooting. Enjoy benefits like gold-plated healthcare, unlimited holidays, and a remote-first work culture.

Benefits

Gold-plated healthcare

Unlimited holidays

Mental health support

Retirement matching

Learning budget

Generous parental leave

Top-of-the-line equipment

Qualifications

• 2+ years of experience in a live chat/email-heavy role supporting a B2B SaaS product.
• Proven ability to manage customer tickets end-to-end, including escalations.
• Experience in high-volume environments with a focus on customer satisfaction.

Responsibilities

• Own and respond to customer tickets via live chat and email.
• Maintain fast response times and high customer satisfaction ratings.
• Collaborate with engineering on technical issues when needed.

Skills

Customer support experience

Clear communication

Technical curiosity

Organizational skills

Tools

Intercom

Google Suite

Slack

Job description

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Senior Customer Support Specialist

Department: Customer Support

Employment Type: Full Time

Location: United Kingdom

Reporting To: Emilia Carvell

Description

Hi I'm Emilia, Customer Support Team Lead here at Pinpoint.

We're a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place-with a mature product, rapid growth, strong product-market fit, and happy customers.

Behind that success is a support team that treats every interaction as part of the product experience. We keep response times low (sub-2-minute first response on live chat) and customer satisfaction high. As more customers join Pinpoint, we're adding a Senior Customer Support Specialist to help us maintain that standard.

The fine print (but a bit more exciting):

• This isn't your average support role - and if your background is mostly phone-queue, script-driven, or “send a help-center link” support, this won't be the right fit. Our customers expect fast, human, thoughtful answers written conversationally and with real ownership.
• You'll be working in a high-volume, chat-first environment (100+ tickets per week), where you're expected to investigate issues, replicate bugs, understand how the platform works, and keep customers updated-not just pass tickets to another team.
• You'll operate in a consultative model, asking smart questions, guiding customers through workflows, and handling multi-step issues like mini-projects.
• We don't operate on Level 1/2 queues. You'll own issues end-to-end, managing escalations thoughtfully and keeping customer context across multi-day investigations.
• You should be technically curious, comfortable learning a deep SaaS product, and confident handling escalated or ambiguous cases end-to-end while staying calm under pressure.
• This is a remote role based in the UK, with a few optional in-person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US.
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

About the Role

• Own customer tickets via Intercom (live chat + email), averaging 100+ per week, ensuring fast, context-aware responses.
• Respond to customers within 2 minutes on average via live chat-we move fast and pride ourselves on it
• Maintain fast close times while delivering personal, tailored support (no copy/paste macros or robotic replies)
• Investigate technical issues, replicate bugs, and escalate effectively - partnering closely with Engineering when needed.
• Help clients understand and adopt new features as they're released
• Maintain our 98%+ positive CSAT rating
• Contribute to internal documentation and process improvements
• Stay composed and personable even when managing a high ticket load

Tech stack: Intercom, Linear, Google Suite, Slack, HubSpot.

About You

• 2+ years of customer support experience in a live chat/email-heavy role, supporting a B2B SaaS product
• Experienced managing full ticket lifecycles - including escalations - and staying with an issue until resolution (not just handing off to Level 2/Engineering)
• Used to high-volume environments (100+ tickets/week) and comfortable balancing live chat with deeper investigative work
• Experience working in a startup or scale-up environment - you're used to ambiguity, wearing multiple hats, and figuring things out quickly
• Clear, confident communicator - friendly but direct, able to simplify complex topics without losing accuracy
• You write like a human: clear, conversational, empathetic (no templates, no jargon, no robotic tone). Your personality shows in your writing.
• Technically curious and resourceful - comfortable digging into how things work, investigating odd behavior, reproducing issues, and partnering with engineering when needed (You don't need to code, but you should enjoy figuring things out.)
• Highly organized, proactive, and able to prioritize in a fast-moving environment; you never lose track of an active ticket
• Product-minded - able to translate vague user language into product behaviors, workflows, and root causes
• Based in the UK with work authorization

Huge bonus if you:

• Have experience troubleshooting integrations (HRIS, calendar, SSO, job boards)
• Are familiar with APIs, webhooks, CSS, or basic JSON concepts
• Have partnered closely with Product or Engineering
• Have experience contributing to QA, testing, or internal documentation
• Enjoy digging into the technical "why," not just the "how to fix it."

What We Offer

We want Pinpoint to be the best place you've ever worked-somewhere you feel valued, supported, and excited to grow. Here's what you'll get:

• Gold-plated healthcare - The best medical, dental, and optical coverage money can buy. We've got you (and your family) covered
• Unlimited holidays - Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
• Mental health support - Unlimited, immediate access to professional counseling through Spill-because your well-being comes first
• Retirement matching - A competitive plan to help you hit your long-term financial goals
• Remote-first culture - Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
• Meaningful equity - You're helping build something special, and you should share in its success
• Generous parental leave - Up to 16 weeks of fully paid leave to support new parents
• Learning budget - Annual funds for courses, books, or anything else that fuels your personal and professional growth
• Top-of-the-line equipment - MacBook Pro, 4K monitors, and all the right tools to do your best work
• A team that's got your back - Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow

A detailed overview of our benefits can be found here