Senior SaaS Support Specialist — End-to-End Ownership

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

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.