Support Analyst / Customer Support Executive – Remote

Forward Role Recruitment; Remote; GBP 25,000 - 26,000; Full time

Job summary

A customer support-focused recruitment firm is looking for a Support Analyst/Customer Support Executive to join their team in a remote capacity. This entry-level role offers full training and the chance to shape the position from day one. You will be the first point of contact for customer queries, providing excellent support and problem-solving solutions. With a salary of up to £26K, benefits include a flexible working environment, 24 days holiday, and professional development opportunities.

Benefits

100% remote working

24 days holiday + bank holidays

4% pension contribution

Paid Leave over Christmas and New Years

Professional training and development opportunities

Qualifications

• Experience in customer support, helpdesk, or a similar service role.
• Strong communicator who can engage confidently with customers.
• Problem-solving mindset with a proactive approach.

Responsibilities

• Act as first point of contact for customer support.
• Log, triage, and manage support tickets efficiently.
• Troubleshoot basic issues and replicate problems.

Skills

Customer support experience

Strong communication skills

Problem-solving mindset

Organizational skills

Customer-focused attitude

Exposure to SaaS products

IT skills

Tools

Jira

Zendesk

HubSpot

Job description

Job description

Support Analyst / Customer Support Executive – Remote

• Entry-level role with full in-house training provided
• Brand new position, chance to shape the role from day one
• Join a fast-growing business in the Learning & Development space

I’m working with a long-standing client who are hiring their very first Support Analyst/Customer Support Executive as they expand their offerings. You’ll be the first point of contact for customer queries, helping users get the most out of their platform through excellent support and problem‑solving.

What’s in it for you?

• 100% remote working – no commute, total flexibility
• Salary up to £26K DOE
• 24 days holiday + bank holidays
• Monday – Friday: 9am – 5pm (37.5 hours)
• 4% pension contribution
• Paid Leave over Christmas and New Years
• Professional training and development opportunities
• Optional quarterly team meet‑ups and social events

This company has gone from strength to strength and is kicking off 2026 with this exciting new role. They operate on a fully remote, trust‑based culture where you’re empowered to manage your own workload and deliver results.

What you’ll be doing:

• Act as first point of contact for customer support
• Log, triage and manage support tickets efficiently
• Answer queries about platform usage, configuration, permissions and functionality
• Troubleshoot basic issues and replicate problems in test environments
• Escalate complex cases to relevant technical teams
• Keep customers informed on ticket progress and resolution timelines
• Maintain accurate support documentation, FAQs and internal knowledge base
• Identify trends and suggest improvements to the customer experience
• Stay current on platform features, updates and best practices

What they’re looking for:

• Experience in customer support, helpdesk or a similar service role
• Strong communicator who can confidently engage with customers
• Problem‑solving mindset with a proactive approach
• Excellent organisational skills and ability to manage multiple priorities
• Positive, customer‑focused attitude
• Exposure to SaaS products or digital tools
• Solid IT skills and confidence using web‑based systems

Nice to have:

• Basic understanding of e‑learning concepts or online training platforms
• Experience using a Learning Management System (LMS) – ideally Moodle‑based
• Familiarity with support ticketing systems such as Jira, Zendesk or HubSpot

They’re a tech‑savvy, innovation‑driven and transparent team on a mission to make their customers’ vision for learning a reality. If this sounds like the opportunity you’ve been waiting for, APPLY NOW or email [e-mail].

*Please note: you must be UK‑based with current Indefinite Leave to Remain status. This role cannot offer visa sponsorship.

Support Analyst / Customer Support Executive – Remote - £25K-£26K + Benefits