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 billing enquiries, 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 team.

Responsibilities

• Respond to customer enquiries via email, phone, or video call regarding product usage, account setup, and billing.
• Investigate and troubleshoot technical issues, escalating bugs to the engineering team with clear documentation.
• Maintain and update the Help Centre with new articles, walkthroughs, and improvements based on common customer queries.
• Collaborate with the product and engineering teams to share customer feedback and categorise feature requests.
• Manage customer conversations and account information using internal support tools.

Required skills

• Customer support
• SaaS
• Troubleshooting
• 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 a B2B SaaS or similar software company

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
• 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. We are a small, fully remote team trusted by customers in over 100 countries, including creative agencies and household names.