Customer Support Specialist

About the role

Resource Guru is seeking a Customer Support Specialist to provide fast, clear, and thoughtful assistance to our global customer base. You will manage support tickets via email, troubleshoot technical issues, and collaborate with our product and engineering teams to improve the 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 team.

Responsibilities

• Respond to customer enquiries regarding product usage, account setup, and billing via email
• Investigate and troubleshoot technical issues, escalating bugs to the engineering team when necessary
• Maintain and update Help Centre documentation, including articles and walkthrough videos
• Collaborate with the wider team to share customer feedback and improve product features
• Manage customer conversations using internal support tools and systems

Required skills

• Customer support
• SaaS
• Troubleshooting
• Technical support
• Written communication

Nice to have

• Billing support
• Technical writing
• Front
• Intercom
• Zendesk
• HubSpot

Qualifications

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

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 busy teams improve efficiency and project profitability. Trusted by customers in over 100 countries, the company is a small, fully remote team based across the UK and Europe.