Senior Customer Support Specialist; SaaS

Vidonary is a video creation platform built specifically for founders, freelancers, and business owners who want to become recognised authorities in their industry.

We’re on a mission to make consistent video content accessible to every business owner. Our platform combines strategic content planning with simple recording, editing, and publishing tools.

We’re a small, ambitious team preparing for our Founding Members launch in February 2026, and we’re looking for someone special to join us as we grow.

As our Customer Service Specialist, you’ll be the friendly, knowledgeable voice our customers turn to when they need help.

You’ll be joining a small team where your opinions matter, your impact is visible, and your growth potential is significant.

You’ll work directly with our founders, Martin Huntbach and Lyndsay Cambridge, learning the ins and outs of both the product and the business.

For the right person, this role has a clear path to Head of Customer Success as we scale.

• Respond to customer queries via email, live chat, and social media with warmth and expertise
• Troubleshoot technical issues and guide customers through features
• Provide feedback via video (e.g. Loom), voicenote and livechat, text to make it easy for the customer
• Host live video calls showing people how to use the platform and answering questions
• Document common issues and help build our knowledge base

• Spot patterns in customer feedback and share insights with the team
• Identify feature requests and pain points to help shape our product roadmap
• Help refine our onboarding process based on real user experiences

• Welcome new Founding Members and make them feel part of something special
• Engage with our community across platforms (email, social media, future forum)
• Contribute ideas for customer education content (tutorials, tips, FAQs)

• Help establish customer service processes as we scale
• Build out our help documentation and resources
• Track key metrics (response times, satisfaction scores, resolution rates)
• Suggest improvements to make support more efficient and delightful

• Customer-first mindset - You genuinely care about helping people succeed
• Clear communicator - You can explain technical concepts in simple, friendly language
• Self-starter - Comfortable working independently and figuring things out
• Problem solver - You don’t just answer questions, you resolve the underlying issue
• Comfortable with tech - Can provide answers on video, text, Voice Note, etc
• SaaS/tech experience - Experience in a similar role providing customer support online
• UK-based - Available during UK business hours for real-time support

• Familiarity with video creation, content marketing, or social media
• Experience using help desk software (we're using Crisp right now)
• Background in building customer service systems from scratch

• Empathetic - You understand when customers are frustrated and respond with patience
• Proactive - You spot issues before they become problems
• Collaborative - You work well with a small team and share ideas openly
• Outgoing/people person - You enjoy speaking to people and solving their problems

• Direct path to Head of Customer Success as we scale
• Work closely with experienced founders who've built successful businesses
• Genuine opportunity to shape how we support and grow our customer base
• Be part of a product launch and see your impact immediately
• Remote-first with flexible working hours
• Small team where your voice matters and your ideas get implemented
• Access to the tools and resources you need to do your best work
• Supportive, collaborative culture that values kindness and results
• £35,000 per annum
• Pension contribution
• Free Vidonary subscription

You’ll join at a pivotal moment, right as we launch to our Founding Members. The systems you build, the relationships you form, and the insights you gather will shape how thousands of business owners experience Vidonary.

You won’t be stuck following rigid scripts or hitting arbitrary metrics. We want someone who thinks…