Customer Support Exec. (B2B SaaS

As a pioneering global technology firm and market leader, Voucher Cart is revolutionising the way Hotels, Restaurants, Spas, Leisure, and Retail businesses sell their products and services, driving revenue growth, new customer acquisition, and retention.

As a Customer Support Specialist, you love helping people and ensure customer queries are addressed promptly and efficiently. You will provide instant chat and telephone support and conduct screen‑share calls to understand, assist with, and resolve any specific issues or challenges.

You will create screen recordings and documentation of key functions of the Voucher Cart SaaS platform (explainers and guides) and work with marketing and video production to maintain a structured help forum and Academy suite of videos and help files. Your analytical, problem‑solving mindset will help specify new features and improve existing ones based on identified customer needs.

• Provide support via live chat, tickets, and one‑on‑one screen‑share sessions.
• Assist people in using the Voucher Cart platform.
• Troubleshoot, investigate, and create detailed reports.
• Build and extend the help tutorials library to provide support and guidance for our customers worldwide.
• Work with API on third‑party system integrations.
• Test and report on newly released features.

• Excellent English writing and communication skills, with an aptitude for translating technical language into clear, understandable terms.
• A passion for solving problems and proposing elegant solutions.
• Deep platform functional knowledge.
• The ability to learn and adapt quickly to teach others.
• Patience, grace, and a sense of humour.
• Representing the voice of the customer to provide input into core product, marketing, and sales processes.
• Close collaboration with team members supporting renewals, upgrades, and upsell opportunities.

• Intercom
• Atlassian Jira
• GSuite
• Snagit or Camtasia
• Zoom, Chime, Google Meet
• Typeform

• Provide daily support to customers via online chat (Intercom).
• Act as the main point of contact for named enterprise accounts, providing onboarding, training, and post‑go‑live support.
• Analyze customer outcomes and gather feedback via Intercom, Typeform, or Hotjar.
• Create tasks and epics in Atlassian Jira.
• Collaborate with engineering to configure the software platform per customer requirements and troubleshoot technical issues.
• Report on customer/platform engagement and provide feedback for product and service improvements.
• Provide insights to customers to maximize platform use and support business growth.

• Computer Science, Information Systems, IT‑related qualification or degree level or higher.
• Self‑motivated, proactive team player.
• Training and coaching ability; key to customer education.
• Strong communication and interpersonal skills.
• Experience in professional services or technical consulting roles (SaaS experience preferred).
• Familiarity with any CRM platforms and their data structures.
• Familiarity with Intercom, Slack, and Atlassian Jira/Confluence.

• Direct support role handling, prioritising, and escalating support tickets.
• Enterprise application development and/or API integrations.
• SQL, POS systems, payment gateways, and e‑commerce platforms (Shopify, Woo Commerce, Magento, etc.).
• Development and troubleshooting with JavaScript, APIs, and Webhooks.

Basic Salary: £25‑30K per year (depending on experience)

Workplace Pension Scheme

Mon‑Fri (Full‑Time) 09:30–17:30

Voucher Cart Ltd, Edinburgh Futures Institute, Lauriston Place, Edinburgh, UK