About this role
Salary: £30,000 - 40,000 per year
Requirements: Strong experience in customer success, application support, SaaS support, or technical customer supportProven track record supporting customers using a complex software platformExcellent written and verbal communication skills, with the ability to explain technical issues clearlyStrong analytical and problem-solving skills, with good judgement on whether an issue is a support query, bug, enhancement request, or training needExperience managing customer expectations and handling escalated or sensitive issuesStrong attention to detail and the ability to document issues clearlyConfidence working across customer-facing, technical, and product teamsExperience with SaaS platforms, email marketing platforms, CRM systems, Intercom or similar support tools, or email deliverability is desirable Responsibilities: Act as a customer-facing expert on our software platformSupport and oversee complex customer conversations, ensuring responses are clear, accurate, and professionalInvestigate platform issues, identify likely causes, and recommend practical solutions or workaroundsEscalate bugs, technical issues, and complex cases to the appropriate internal team with clear supporting informationTrack escalated issues and help ensure updates are provided in line with agreed SLAsReview customer feedback and identify whether it relates to training, support, bugs, product limitations, or enhancement opportunitiesPropose improvements based on recurring customer issues and feedbackSupport customer admins with more complex platform, account, user, and deliverability queriesHelp maintain and improve internal support processes, knowledge articles, and guidance materialsShare platform knowledge across Customer Success, Account Management, and Support teams Technologies: CRMSupportMarketing More:
We are an established software company based in Epsom, developing and supporting a leading communication platform used by public sector and commercial organisations across the UK. We are a close-knit, collaborative business where customer experience and product quality go hand in hand. This is a senior, customer-facing specialist role within our Customer Operations team, not a people management position. The role is office-based in Epsom, working Monday to Friday, 9:00am to 6:00pm with a one-hour unpaid lunch break. We offer a salary of up to £45,000 depending on experience and the opportunity to become a genuine platform expert within a product-led company, working closely with customers and internal teams to shape the customer experience and the future of the product.
last updated 29 week of 2026