Customer Technical Support

Salary:£25,000 – £30,000 per annum (Depending on experience)

Hire Hop is a powerful, cloud-based platform built by rental professionals to help businesses manage bookings, inventory, and daily operations with clarity and control. Designed to scale seamlessly as our clients grow, our software eliminates the friction often found in traditional systems by providing real-time visibility across single or multi-user locations.

We pride ourselves on offering highly responsive customer support to ensure smooth adoption and day-to-day use. If you are passionate about technology, problem-solving, and helping businesses succeed, we want you on our team!

We are looking for a dedicated Customer Technical Support Specialist to join our London team. In this on-site role, you will be the first point of contact for our users, guiding them through system features and providing hands‑on technical assistance. You will play a crucial role in ensuring high levels of customer satisfaction, smooth onboarding, and effective ongoing use of the Hire Hop platform.

Please note:

This role occasionally requires travel for trade shows, exhibitions, client visits, and on‑site training.

• Provide Frontline Support: Respond promptly to customer inquiries and guide users through software features and workflows.
• Diagnose & Troubleshoot: Investigate, document, and resolve user-reported software issues, escalating complex technical cases to the development team when necessary.
• Drive Customer Success: Assist with user onboarding, conduct training via video calls or face‑to‑face meetings, and ensure customers get the maximum value out of the platform.
• Improve Resources: Write, update, and maintain support documentation, FAQs, and knowledge base articles.
• Collaborate: Monitor customer feedback and work closely with product and development teams to suggest improvements to the user experience.

• Experience: Proven track record in Customer Support, Technical Support, or Troubleshooting (experience supporting SaaS or cloud-based software is highly beneficial).
• Additional Language: Fluency in an additional European language, specifically Spanish, French or German.
• Technical Aptitude: Strong analytical skills with the ability to identify root causes, propose practical solutions, and explain technical concepts in accessible, plain English.
• Communication: Excellent verbal and written English skills, with a strong focus on building positive customer relationships and managing expectations.
• Education: Relevant education or experience in IT, Computer Science, or a related field (equivalent practical experience is perfectly acceptable).
• Location: Must be comfortable working on-site in our London office and collaborating with cross‑functional teams.

• Fluency in additional languages.
• Familiarity with invoicing procedures or exposure to accounting software like Xero and Quick Books.
• Prior experience working in or supporting the equipment rental industry.
• Experience delivering training sessions or meeting clients face‑to‑face.

• Growth Opportunities: Gain hands‑on experience in a fast‑growing B2B SaaS company with cross‑functional exposure to product and development teams.
• Dynamic Work Environment: Work alongside a collaborative and passionate team based in London.