Customer Support Specialist

About the role

The Customer Support Specialist will provide fast, clear, and thoughtful support to customers via email, troubleshooting issues and ensuring a high-quality user experience. This role involves collaborating with product and engineering teams to resolve complex queries and contributing to product improvements based on customer feedback. The successful candidate will help maintain help center documentation and manage customer interactions using various support tools.

Responsibilities

• Respond to customer inquiries 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 help center articles and create simple walkthrough guides
• Manage customer conversations and account information using internal support systems

Required skills

• Customer support
• Troubleshooting
• SaaS
• Technical communication
• Billing support

Nice to have

• Front
• Intercom
• Zendesk
• HubSpot
• Technical writing
• 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 Dec 24 - Jan 1
• Birthday off
• House move day off
• Annual training and conference allowance
• Home office equipment contribution
• Budget to visit colleagues
• Monthly health and wellbeing contribution
• Pension contribution

About the Company

Resource Guru is a provider of a simple scheduling tool that helps teams improve efficiency and project profitability. The company is a fully remote team based across the UK and Europe, serving customers in over 100 countries.