Customer Support Specialist

Customer Support Specialist | Remote (UK) | SaaS

We’re hiring a Customer Support Specialist to join a growing SaaS business serving a specialist operational industry across the UK.

This is not a “ticket-closing” support role. We’re looking for someone who genuinely enjoys solving problems, improving processes, and helping customers succeed long-term.

You’ll take ownership of customer issues from start to finish - troubleshooting systems, simplifying complex problems, delivering training, and feeding insights back into product improvements.

What you’ll be doing :

• Supporting customers via phone, email, screen share, and ticketing systems

• Investigating root causes rather than applying quick fixes

• Creating and improving support documentation and training materials

• Helping reduce recurring support demand through proactive problem solving

• Collaborating closely with Product and Operations teams

• Delivering excellent customer experiences while meeting SLA/KPI targets

What we’re looking for:

• Previous experience in a SaaS customer support or service role

• Strong communication skills and the ability to explain technical concepts simply

• A naturally curious, solutions-focused mindset

• Someone organised, resilient, and comfortable juggling priorities

• A proactive self-starter who enjoys improving systems and workflows

Bonus points for:

• Experience in waste management, logistics, transport, or operational software

• Exposure to AI-driven support tools or knowledge systems

What’s on offer:

* Fully remote working (UK-based)

* Quarterly and annual team offsites

* Learning & development support

* Health cash plan

* Enhanced parental leave

* Additional holiday incentives and WFH allowance

This is a fantastic opportunity to join a collaborative, ambitious team building software that supports operational businesses doing essential work