Own the full support lifecycle for Strategic Operators and Enterprise Customers, making real-time decisions about ticket prioritization, routing, and resolution approaches to consistently meet SLA commitments for time to resolution and solution quality on first response
Build and maintain support playbooks, processes, and documentation that codify best practices and enable the team to handle increasing complexity and volume without sacrificing quality
Identify recurring customer pain points and patterns across tickets, translating these insights into actionable process improvements and clear feedback loops with Product and Engineering teams
Operate with significant autonomy in determining how to solve customer problems within established frameworks, escalating strategically when issues require cross-functional alignment or have broader product implications
Navigate ambiguity in customer issues that may lack clear documentation or precedent, using technical judgment and resourcefulness to research, test, and deliver accurate solutions

1–3 years of experience in customer support, preferably in a fast-paced SaaS environment
Hands-on experience with support platforms such as Zendesk or Salesforce Service Cloud
Technical aptitude sufficient to troubleshoot product issues, understand API basics, and communicate effectively with engineering teams
Demonstrated interest in or experience building support documentation, playbooks, or process improvements
Strong written communication skills with attention to clarity and detail
Experience supporting telecommunications or carrier customers (preferred)
Exposure to enterprise or strategic account support models (preferred)
Process-oriented mindset with genuine interest in building scalable systems, not just solving individual problems (preferred)
Ownership mentality—you follow issues through to resolution and proactively identify ways to prevent similar issues in the future (preferred)
Comfort operating in environments where answers aren't always documented and creative problem-solving is required (preferred)
Collaborative approach to working with Product, Engineering, and Customer Success teams to drive better outcomes for customers (preferred)

25 holiday plus bank holidays
Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution)
Paid parental leave
Private medical insurance through Vitality (including dental & vision)
Employer-paid life insurance 2x base salary
Donation Matching for a charity of your choice (up to $1,000/ year)
WFH equipment stipend
$1,000/year in Professional Development funds
Lunch provided on in-office days

Customer Support Specialist

Key skills