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 troubleshoot technical 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 environment.

Responsibilities

• Respond to customer enquiries via email, phone, or video call regarding product usage, account setup, and billing.
• Investigate and troubleshoot customer issues, escalating bugs to the engineering team with clear documentation.
• Collaborate with the wider team to share customer feedback and improve product functionality.
• Maintain and update Help Centre articles, walkthroughs, and documentation.
• 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
• Excellent written and spoken English

Benefits

• Stock options
• 30 days paid holiday
• Annual training and conference allowance
• Home office equipment contribution
• Monthly health and wellbeing contribution
• Pension contribution
• International travel for team gatherings

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 global household names.