Manage and resolve customer support tickets via Freshdesk, ensuring SLA targets are consistently met or exceeded.
Configure, maintain, and optimise Freshdesk workflows, automations, knowledge base, and reporting dashboards, integrating AI-powered pipelines to triage, categorise, and route tickets more efficiently.
Design and maintain AI-assisted support pipelines using tools such as Claude to automate first-response drafting, ticket summarisation, and resolution recommendations.
Act as a key liaison between customers and internal teams (Engineering, Product, Sales) to escalate and resolve complex issues.
Build and maintain strong relationships with key stakeholders across the business, providing regular reports on support performance, CSAT/NPS, and customer sentiment to senior leadership.
Conduct root cause analysis on recurring issues and collaborate with Product and Engineering to drive permanent fixes.
Champion the voice of the customer internally, identifying opportunities to improve the experience through process enhancements, tool optimisation, and the application of AI.

Experience in a customer support or customer success role.
Strong hands-on experience with Freshdesk (ticket management, automations, reporting, and admin configuration).
Proven stakeholder management skills — comfortable communicating with both technical and non-technical audiences at all levels of seniority.
Excellent written and verbal communication skills with a professional, empathetic tone.
Analytical mindset with the ability to interpret support data and translate findings into actionable recommendations.
Strong organisational skills and the ability to manage competing priorities under pressure.
Experience working cross-functionally with Engineering, Product, and Sales teams.
A customer-first mentality with a genuine desire to solve problems and improve experiences.
Demonstrated experience working effectively across multiple time zones, ensuring seamless support coverage and communication with distributed teams and customers.
Hands-on experience using AI tools (e.g., Claude, ChatGPT) and building AI-driven pipelines or automation workflows to solve support problems and improve operational efficiency.

25 days annual leave + public holidays
Private healthcare with Vitality
Christmas shutdown days on top of leave allowance (2-4 per year usually)
Office located within a 5-minute walk from Angel station
Hybrid working
Biannual salary reviews
Summer & Christmas staff parties
Free lunch bought in and after-work gathering/drinks every other Thursday in the office
Employee referral scheme
Make a real-world impact of revolutionising the construction industry

Customer Support Specialist

Key skills