Customer Support Specialist

About the role

Resource Guru is seeking a Customer Support Specialist to provide fast, clear, and thoughtful assistance to our growing customer base. You will troubleshoot issues, manage support tickets, and collaborate with our product and engineering teams to improve the overall user experience. This role is ideal for someone with SaaS support experience who is eager to develop their technical and communication skills within a remote-first environment.

Responsibilities

• Respond to customer enquiries via email regarding product usage, account setup, and billing.
• Investigate and troubleshoot technical issues, escalating bugs to the engineering team with clear documentation.
• Maintain and update Help Centre articles and create simple walkthroughs for users.
• Collaborate with the wider team to share customer feedback and improve product features.
• Manage customer conversations and account information using internal support tools.

Required skills

• Customer support
• B2B SaaS
• Troubleshooting
• Technical communication
• Remote collaboration

Nice to have

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

Qualifications

• 1-3 years of experience in online customer support

Benefits

• Stock options
• 30 days paid holiday
• Company holiday
• Birthday off
• House move day off
• Annual training and conference allowance
• Home office equipment contribution
• 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. We are a small, fully remote team trusted by customers in over 100 countries, including creative agencies and global household names.