Customer Support Specialist Slick

Job Overview

We have an exciting opportunity to join our growing Customer Experience team supporting our Slick platform as a Customer Support Specialist. This is not a scripted support role. You’ll spend your day helping customers via Live Chat, Whats App, and phone support, while also digging into bugs, reproducing issues and working closely with Product and Engineering to improve the platform.

• Respond to all product queries from our customers via Live Chat in a timely manner.
• Escalate requests to Account Managers for training and assisted support for key feature activation. Account Managers focus on upselling revenue‑driving features and our in‑store card readers.
• Escalate any bugs or issues to the Senior Support and Product Management team and relay updates as required to the affected customers using the correct channels and methods. Investigation here is key – get involved and try to get to the bottom of it while the support of escalation is always there.
• Collate all feedback and product suggestions from customers, truly understanding their needs and requirements, and share them in the relevant channels.
• Work with the wider Customer Support and Product team on prioritising issues and feedback to deliver a great customer experience.
• Remain calm and collected under pressure to ensure the customer has the best experience.
• Prioritise tasks based on customer needs and ensure good communication for all levels of priority communications.
• Share the team's goals to achieve exceptional Intercom Customer Experience metrics: time to close, response times, CS score etc. to inform company strategy & priorities.

• Experience in a customer‑facing/support role with SaaS experience is a big benefit.
• Experience with Intercom / Slack is beneficial.
• Highly organised with an ability to switch quickly between tasks and problems.
• Desire to go the extra mile when helping both customers and your team.
• Ability to deliver results month in month out.

• Wants to properly understand how our product works and advise accordingly with exceptional product knowledge.
• Can investigate problems independently before escalating.
• Thinks beyond the immediate issue and considers the wider customer impact – what can we do NOW to help in future?
• Communicates clearly and openly with both customers and internal teams.
• Enjoys working collaboratively in a fast‑moving environment – “move fast and break things” actually applies here. Just do it!
• Is empathetic, practical and solutions‑focused. The customer experience is always the focus and their resolution is always the end goal!
• The salary range for this role is a base of £26,000 to £30,000 with an annual bonus target of £2,000. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

• Competitive salary and benefits.
• Open PTO and a generous paid holiday schedule.
• The opportunity to shape a company, product and strategy and become part of an awesome team who will always have your back.
• Career growth and mobility – ensuring you are always learning and growing.

• This is a hybrid UK‑based role with in‑office days on Wednesdays and Thursdays at our Central London office; remote workdays on Monday, Tuesday, and Friday.

Day Smart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.