Tech Support & Implementation Specialist

Chattermill; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Chattermill is seeking a Tech Support & Implementation Specialist to bridge customer success and backend operations. Responsibilities include providing technical assistance, managing support tickets, and ensuring successful onboarding for new accounts. The ideal candidate will have relevant experience and be passionate about enhancing customer experiences through effective technical support.

Benefits

Monthly Health & Wellness budget

Annual Learning and Development budget

Work From Home Allowance

25 Holiday Days plus local bank holidays

Extra day for every year of service

Birthday off

Enhanced Family Leave

Employee Assistance Programme

Dog-friendly office with great events

Qualifications

• 2 to 5 years’ experience in SaaS support or implementation.
• Confidence in a data-driven environment required.
• Solid technical troubleshooting experience.

Responsibilities

• Provide responsive technical assistance to customers during onboarding.
• Manage implementation milestones and support tickets.
• Collaborate with Product & Engineering on escalations.

Skills

Technical troubleshooting

Data analysis

Stakeholder collaboration

Education

Experience in SaaS support or implementation (2-5 years)

Tools

CX or feedback tools

Job description

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UK (Remote or Hybrid, it’s up to you!)

Competitive base salary based on experience

️ Monthly Health & Wellness budget, increasing with length of service

Annual Learning and Development budget, increasing with length of service

️ Flexible working in a choice-first environment - we trust the way you want to work!

️ Work From Home Allowance, which renews every two-years

25 Holiday Days + your local bank holidays, plus an extra day for every year of service

Your birthday off

Enhanced Family Leave (UK Only), Fertility Leave, and Neonatal Leave

Employee Assistance Programme (UK Only)

The opportunity to share in the company’s success through options

If you’re in London, a dog-friendly office with great classes, events, and a rooftop terrace

Our mission is to help large successful brands like Uber, Amazon, Wise, HelloFresh and more put their customers at the centre of everything they do. Using best-in-class tech in a fast-developing AI space, our Customer Experience Intelligence (CXI) platform continuously analyses explicit and implicit customer feedback to enable our clients to identify what they should do next.

We're now looking for a talented Tech Support & Implementation Specialist to join the team!

What you'll be doing:

You’ll provide responsive technical assistance to customers while supporting the implementation and onboarding of new accounts. This means you will:

• Play a critical role in bridging day-to-day customer success delivery with backend operations and engineering support
• Own resolution of platform issues and support tickets
• Manage implementation milestones and onboarding activities
• Partner with Product & Engineering to triage escalations
• Maintain documentation and implementation playbooks

What you’ll need:

• Ideally 2 to 5 years’ experience in SaaS support or implementation
• Familiarity with CX or feedback tools is preferred
• Data analysis experience and confidence in a data-driven environment
• Solid experience in technical troubleshooting
• Internal and external stakeholder collaboration
• We are obsessed with experience – We take our mission to rid the world of bad Customer Experience seriously, and we practice what we preach.
• We believe in the power of trust – Whether it's with each other, our customers, partners, or other stakeholders, we always communicate with openness and trust.
• We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.
• We share a passion for growth & progress – On every level, we’re motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.
• We set our ambitions high but stay humble – We've come together to build a product and a category that’s never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal carelessly.
• We believe the right team is the key to success – At Chattermill we’ve learned that all our important achievements have been the result of the right people collaborating together – that’s why we need you to apply today!

Diversity & Inclusion

We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team. We are on a mission to bring more diversity into the business and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec. We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Information Technology, and Project Management

• Industries

  Software Development

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