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 work closely with our senior support staff and product teams to troubleshoot issues, manage customer inquiries, and contribute to product improvements. This role is ideal for someone with SaaS experience who is eager to develop their technical and communication skills within a collaborative, remote-first environment.

Responsibilities

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

Required skills

• Customer support
• SaaS
• Troubleshooting
• Technical communication
• Time management

Nice to have

• Billing support
• Technical writing
• Front
• Intercom
• Zendesk
• HubSpot
• 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
• Monthly 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 global household names.