Customer Support Specialist

About the role

The Customer Support Specialist will provide fast, clear, and thoughtful support to customers via email, troubleshooting issues and guiding users through the product. This role involves collaborating with product and engineering teams to resolve bugs and improve the overall customer experience. The position is ideal for someone with SaaS support experience looking to develop their technical and communication skills within a remote-first team.

Responsibilities

• Respond to customer enquiries regarding product usage, account setup, and billing via email
• Investigate and troubleshoot technical issues, escalating bugs to engineering with clear documentation
• Collaborate with the product and engineering teams to share customer feedback and feature requests
• Maintain and update the Help Centre with new articles and walkthroughs
• Manage customer conversations using internal support tools

Required skills

• Customer support
• SaaS
• Troubleshooting
• Technical support
• Communication

Nice to have

• Billing support
• Technical writing
• Front
• Intercom
• Zendesk
• HubSpot
• Video creation
• AI tools

Qualifications

• 1-3 years of experience in online customer support
• Experience in B2B SaaS or similar software companies

Benefits

• Stock options
• 30 days paid holiday
• Company holiday
• Birthday off
• House move day off
• Annual training and conference allowance
• Home office equipment contribution
• Monthly health and wellbeing contribution
• Pension contribution
• International travel

About the Company

Resource Guru is a scheduling tool that helps teams improve efficiency and project profitability. They are a small, fully remote team trusted by customers in over 100 countries, including creative agencies and global household names.