Customer Support Associate; software products

Position: Customer Support Associate (software products)

Customer Support Associate (software products)

Defaqto Aylesbury, England, United Kingdom

Defaqto is one of the UK’s most trusted sources of financial product and market intelligence. By bringing together product data, technology, and consumer insight we help everyone make smarter, more informed financial choices now, and in the future. And in doing so we hope to raise industry standards, power consumer choice, and help the industry meet evolving customer needs.

Role Overview

Working within our Customer Support Team, you’ll deliver engaging training sessions, provide user support, and help customers understand how to use our applications effectively to meet their goals. You’ll also contribute to testing new software releases and supporting continuous improvement across the team, as well as retaining existing customers. This is an exciting opportunity for someone who is passionate about technology, enjoys helping others, and is keen to develop a career in customer success, software training, and the financial services industry.

What

You’ll Do Customer Training & Support

• Deliver remote and occasional in‑person training sessions for Defaqto’s customers
• Support users in understanding and navigating Defaqto’s software tools
• Handle customer queries via phone, email, or online chat in a professional and friendly manner
• Ensure every interaction enhances customer confidence and satisfaction

Product Knowledge & Testing

• Become an expert user of Defaqto’s software platforms through hands‑on learning and experience
• Participate in testing of new software features and releases, providing feedback to the Product and Development teams
• Assist in creating or updating training materials and user documentation

Customer Success Collaboration

• Work closely with colleagues across Customer Success, Product, Sales and Marketing to share insights and improve user experience
• Identify recurring customer challenges or feature requests and report them to relevant teams
• Support team initiatives that enhance customer engagement and retention

Personal Development & Continuous Improvement

• Proactively seek learning opportunities to deepen product knowledge and training techniques, as well as financial services understanding
• Contribute to team meetings and knowledge‑sharing sessions, including training new members of the team
• Strive to deliver excellent customer experiences at every opportunity

Qualifications / Training

• Educated to A‑level standard or equivalent (a degree is beneficial but not essential)
• Training or teaching‑related qualifications are an advantage but not required

Knowledge

• Strong interest in software and technology (financial services knowledge is beneficial but not essential)
• Understanding of customer service principles and best practices
• Familiarity with online meeting and presentation tools (e.g. Microsoft Teams)

Skills

• Excellent verbal and written communication skills
• Confident and engaging presentation skills
• Strong organisational and time‑management abilities
• High level of IT literacy and ability to learn new systems quickly
• Problem‑solving mindset with attention to detail

Experience

• Experience in a customer‑facing role (e.g. customer service, support, or training) is advantageous
• Experience delivering presentations or demonstrations (formal or informal) is helpful
• No prior software training experience required – full training will be provided

Approach to Work

• Self‑motivated and proactive with a “can‑do” attitude
• Eager to learn and develop new skills
• Collaborative team player who enjoys helping others succeed
• Adaptable and comfortable in a fast‑paced, changing environment
• Customer‑focused and empathetic in every interaction

Work Location

This is a hybrid role spending 3 days a week working with colleagues in Haddenham (HP17).

Right to Work

Applicants must already hold a legal right to work in the UK without time restrictions. We are currently unable to provide Skilled Worker visa sponsorship.

How We Work

Our values define how we work so that we can achieve our vision, provide a great employee experience, and positively impact our customers. We have a vibrant office environment with a hybrid approach to working supported by our flexible working…