Hybrid Customer Support Specialist (Travel Eligible)

Citrus-Lime Limited; Norfolk (VA); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

401K plan

Hybrid work model

Job summary

Citrus-Lime is seeking a Customer Support Team Member in Norfolk, VA, to provide first-line support to our retail customers via phone and live chat. You’ll troubleshoot issues, guide new users onboarding, and work with Design to Development to resolve problems, with occasional US/Canada travel.

This hybrid role requires 1–2 years in customer service, strong ICT skills (MS Office), excellent communication, and a positive, proactive attitude.

Qualifications

• 1–2 years of customer service experience.
• Excellent verbal and written communication skills.
• Proficient with MS Office and basic ICT tasks.

Responsibilities

• Provide first-class service to existing customers via phone and live chat.
• Troubleshoot issues and guide customers through onboarding.
• Collaborate with Design and Development to resolve problems.
• Occasional travel across the US and Canada to visit clients.

Skills

Customer service

Communication

MS Office

Travel

Job description

Customer Support Team Member – Norfolk, VA

3–5 minutes

|

6th August 2026

Location:

Hybrid position with your office based Norfolk, VA. Includes occasional travel around the US and Canada.

Competitive salary – $45,000 – $55,000.

About Citrus-Lime:

Citrus-Lime is an exciting high-growth SaaS business providing a Cloud-based POS system to small and mid-sized retailers. We compete and win against large tech giants. We are profitable and growing fast with within the United States, whilst continuing to expand in the UK and Europe.

We’verevolutionized the way that UK cycle retailworks andhelped SME companies compete and succeed against larger businesses. Following our successful rollout into the US market in 2022, we are looking to grow our US team.

We are looking for aCustomer Support Team Member basedin the USA to join the team, providing first-line support to our customers. This role provides support to retail customers by phone, live chat and in-person on-site, including troubleshooting, guidance and training for new clients. As part of a small, growing US team, you’ll wear several hats in the same week — hands-on technical support, retail know-how for our customers, and a degree of account management. We need someone equally comfortable across all three, not just the technical side. You will work closely with various teams in the company, from Design to Development, finding solutions and ensuring a high level of customer service throughout.Customers get in touch on the phone and over live chat, so excellent communication skills are essential. Logical thinking, excellent organization, and a positive, determined attitude will serve you well in this role.

Key responsibilities:

• Provide first-class service to existing retail customers.
• Analyze problems and issues, seeking resolution and keeping customers informed throughout.
• Share practical advice on stock, POS operations and day-to-day retail best practice, not just fix software issues.
• Effectively escalate support cases to the internal development team whenrequired.
• On occasion, you maybe requiredto travel around the US and Canada to visit clients.
• Initial training will require a two-week trip to the UK.
• 1–2 years’ experience in a retail environment (shop floor, retail operations, or retail technology support) — this is essential. General customer service experience alone won’t cover what the role needs day to day.
• A sound grasp of ICT skills such as using MS Office.
• Strong verbal and written communication skills.
• Excellent organization and time-management.
• Upbeat and friendly attitude.
• Able to pick up new systems with ease.
• Passport and driving licence arerequired.

What’s in it for you?

• Hybrid working, with your office based in Norfolk, VA.
• Regular video calls and in-person catch-ups with colleagues.
• Contracted 40 hours per week (5 days per week with alternate Saturdays once fully trained).
• 401K plan.
• Competitive salary – $45,000 – $55,000.
• Rapid salary progression for those whodemonstratehard work and ability.
• Work alongside passionate and experienced people.
• Close engagement and support with management.
• A meritocratic environment that demonstrably rewards results.

If this sounds like the role for you,we’dlove to hear from you. Please send your CV and accompanying cover letter to [e-mail]

A career change can be daunting, but our amazing helpdesk team took the leap, here is what they have to say:

“Joining the Helpdesk at Citrus-Lime was a real change of direction for me – I was a primary school teacher, and before that an Editor for a publishing company. I had never worked in customer support in the past, but the team at Citrus-Lime had faith in me and helped me to grow into the role. I have been able to use lots of my existing skills, such as training, and develop plenty of new ones. It is exciting to work for a company where the product is always improving and changing, as it challenges you to keep building on your own knowledge.”

“With a background in Primary School Education and then Wedding Planning, applying for the job at Citrus-Lime was a big leap for me! My technical knowledge was very much limited to Excel Spreadsheets, but with the support and guidance of the team, I have already gained a wealth of knowledge and continue to challenge myself each day.”

“I previously worked as a General Manager of a Hotel, so joining the Citrus-Lime Team was something completely new for me. Having no technical background, except for MS Office, I was a little apprehensive that I may not be suitable for the role. But with the guidance of the team, I have gained knowledge and the tools to succeed within my role. Citrus-Lime endorse hard-work and commitment, both of which I have a great deal of. I look forward to my future with Citrus-Lime and the opportunities along the way.”

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