Associate Product Support Specialist (Remote - UK)

United States Digital Space LLC; United States; Hybrid; USD 38,000 - 51,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

PTO 4 weeks

401(k) match

Remote-friendly

Equipment stipend

Job summary

United States Digital Space LLC is seeking an Associate Customer Support Specialist for a UK-based role. You will be the first point of contact for our fleet management software, delivering basic technical support and product knowledge to customers.

Work closely with Support Specialists and Shift Leads to resolve issues and improve customer satisfaction. The ideal candidate has experience in software customer/support roles, with strong problem-solving and communication skills, and the ability to

Qualifications

• Previous experience in customer or technical support in software.
• Knowledge of fleet management software is a plus.
• Excellent verbal and written communication.

Responsibilities

• Serve as the primary contact for basic technical support and product-related inquiries.
• Provide tier 1 support via phone and email.
• Demonstrate knowledge of fleet management software, features, functionalities and integrations.
• Investigate complex software issues and escalate to appropriate teams.
• Identify opportunities to improve the support process and documentation.

Skills

Customer support

Technical troubleshooting

Communication skills

Remote support

Tools

CRM software

Ticketing systems

Remote support tools

Job description

A little about us... the company is a modern software platform that helps thousands of organizations worldwide manage their fleet operations. Transportation technology is a hot market, and we're leading the charge with raving fans and new customers signing up every day. We raised $450M in our Series D funding round in March of 2025 and are on an exciting trajectory as a company. the company is also a proud founding member of the Rails Foundation!

More about our team and company:

• the company overview video: https://www.youtube.com/watch?v=YoXyXTFWbkg
• Our careers page: https://www.the company.com/careers

The Customer Support team is seeking a knowledgeable and customer-focused individual to join our team as an Associate Customer Support Specialist in the United Kingdom! As an Associate Customer Support Specialist, you will be the first point of contact for our fleet management software, providing basic technical support and product knowledge to our customers. You will play a critical role in ensuring customer satisfaction, resolving complex technical issues, and delivering exceptional support experiences. This position requires a deep understanding of fleet management software, strong problem-solving skills, and the ability to communicate technical concepts effectively.

Who you areThe ideal candidate for this role has served as the primary point of contact for basic technical support and product-related inquiries from customers in the software space. You've provided exceptional customer service through various channels, including phone and email while maintaining a high level of professionalism and empathy. The ideal candidate can demonstrate comprehensive knowledge of our fleet management software to customers, including a basic understanding of its features, functionalities, and integrations. Excelling in collaborative team environments, you will work closely with our Support Specialists and Shift Leads teams to elevate customer issues to the appropriate team. You continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives. This role will report to our Customer Support Manager. The schedule for this role is Monday through Friday 10am - 7pm BST.

Responsibilities:

• Serve as the primary point of contact for basic technical support and product-related inquiries from customers using the company.
• Provide exceptional customer service for tier 1 tickets via phone calls while maintaining a high level of professionalism and empathy.
• Demonstrate comprehensive knowledge of our fleet management software, including a basic understanding of its features, functionalities, and integrations.
• Investigate complex software issues reported by customers, collaborating with Support Specialists, SME's, Shift Leads, and Support Engineering teams to identify and **escalate** customer issues to the appropriate team.
• Continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives.

Your experience

• Previous experience in a customer support or technical support role, preferably in the software industry.
• In-depth knowledge of fleet management software and related technologies is a plus!
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues effectively.
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to customers clearly and concisely.
• Customer-centric mindset with a passion for delivering exceptional support experiences.
• Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
• Proficiency in using customer support tools and software, including ticketing systems, CRM software, and remote support tools.
• Flexibility to work occasional evenings or weekends to accommodate customer needs.

Benefits

• Multiple health/dental coverage options (100% coverage for employee, 50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks (increases at year two!)
• 12 company holidays + 2 floating holidays
• Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend - $125 quarterly
• Mac laptop + new hire equipment stipend
• Fully stocked kitchen with tons of drinks & snacks (BHM only)
• Remote working friendly since 2012 #LI-Remote

the company provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.

This application is not intended to and does not create a contract or offer of employment. Employment with the company is at will.

If you have a disability or a special need that requires an accommodation to fill out the online application, please let us know by calling [phone].