Customer Support Specialist ( Payroll

Customer Support Specialist A bit of background on Breathe

Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well-funded, with 17,000 customers and an average 6 years' LTV (a rarity in the SaaS industry), Breathe is the number 1 HR Software for SMEs in the UK. But there is more to it - our work culture is award winning, with talented people that are committed to driving impact, while having fun together.

We're proud of our track record of success, but we're even more excited about what the future holds for us.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Start With People
- We remember our work affects real people, so we take the time to listen, understand and act with care.

Own It, Together
- We take responsibility for our part, support each other through the messy bits, and focus on fixing things rather than finding blame.

Clear Is Kind
- We speak honestly and with care. We don't avoid difficult conversations, and we make sure people have the clarity they need to move forward.

We're looking for a Customer Support Specialist who has experience with payroll to join our Support team and help our customers get the most out of Breathe's payroll functionality, powered by our integration with Flow Pay.

You'll be the go-to expert for payroll-related queries, combining hands-on UK payroll knowledge with a thoughtful, customer-focused approach. From resolving questions through Intercom chat and email to troubleshooting payroll processing issues and explaining how data flows between Breathe and Flow Pay, you'll play a key role in helping customers feel confident using our platform.

This is also a role with real influence. You'll work closely with Product and Engineering to identify recurring issues, report bugs, test fixes and suggest improvements, while helping build the knowledge and capability of the wider Support team.

Let's be clear from the start: this isn't just a support role and it isn't just a payroll role. You'll be combining technical problem-solving, customer care and payroll expertise to help customers get the right answer quickly and confidently. You are the payroll expert, the troubleshooter, and the customer champion.

Supporting Customers:
Responding to customer queries through Intercom live chat and email, providing accurate, timely and friendly support on payroll-related issues and Breathe HRIS functionality.

Troubleshooting Payroll Issues:
Diagnosing and resolving issues relating to payroll processing, calculations, RTI submissions, pension contributions and other payroll compliance matters.

Explaining Flow Pay Clearly:
Helping customers understand how payroll data flows between Breathe and Flow Pay, and supporting them to use the integration effectively.

Finding the Root Cause:
Identifying whether an issue is user error, a data or configuration problem, or a product bug, then routing it appropriately.

Applying Payroll Expertise:
Maintaining a strong working knowledge of UK payroll legislation and understanding how it applies within Breathe and Flow Pay.

Creating Useful Knowledge:
Documenting common issues and solutions, contributing to the internal knowledge base and helping improve customer-facing help articles.

Improving the Product:
Working closely with Product and Engineering to report bugs, suggest improvements and test fixes before release.

Meeting Service…