About this role
Salary: £30,000 - 35,000 per year
Requirements: We are looking for proven experience in first-line technical support or customer service, ideally in a phone-based role and with consumer or commercial hardware or connected devices.Experience troubleshooting mechanical, electrical or connected products is highly desirable.Hands-on experience with HubSpot or a comparable CRM/help desk platform is a strong advantage, including configuring pipelines, ticket statuses or SLA timers.Experience contributing to or owning knowledge base or documentation content is a strong advantage.Experience mentoring, coaching or informally leading colleagues is a strong advantage.Confident communicator who enjoys resolving problems over the phone.Strong analytical and technical troubleshooting skills.Customer-focused with a calm, professional approach under pressure.Organised, proactive and able to prioritise effectively in a fast-paced environment.Process-minded, with a focus on improving systems rather than simply closing tickets.Comfortable using technology and AI-assisted support tools to improve efficiency and quality.Natural mentor who enjoys supporting the development of others.We require eligibility to work in the United Kingdom.We require the ability to reliably commute to or relocate to our Wetherby head office location before starting.We require 2 years of customer support experience.We require 2 years of CRM software experience. Responsibilities: Provide first-line technical support via phone, email and WhatsApp, with phone as the primary channel for resolving customer issues.Diagnose and resolve faults relating to refrigeration, temperature control, pumps and filtration.Take ownership of complex or sensitive customer cases and resolve them wherever possible before escalating with a clear handover.Deliver responsive support for commercial customers where downtime has operational impact.Troubleshoot hardware, software, electrical, plumbing and connectivity issues.Guide customers through diagnostics in a clear and reassuring manner.Interpret technical documentation, fault logs and service records to identify root causes.Maintain accurate and detailed customer records within HubSpot.Help drive team performance against SLA targets for response and resolution times.Maintain and improve HubSpot workflows, ticket routing, triage logic and escalation processes.Ensure CRM data quality supports accurate reporting and future AI-assisted support.Identify recurring issues and improve processes to reduce repeat contacts and unnecessary engineer call-outs.Support the development and maintenance of troubleshooting guides, FAQs, decision trees and support documentation.Ensure customer-facing guidance remains accurate, safe and up to date.Monitor first-contact resolution trends to improve self-service resources.Deliver a calm, professional and empathetic customer experience across all communication channels.Manage complaints confidently and professionally, particularly for commercial customers.Gather customer feedback and identify opportunities to improve products, processes and service delivery.Support achievement of departmental KPIs including First Response Time, First Contact Resolution, Ticket Closure Rate, CSAT and backlog reduction.Coach and mentor Technical Support Advisors through call shadowing, ticket reviews and knowledge sharing.Carry out quality checks and provide constructive feedback.Assist with onboarding new team members and provide first-line escalation support. Technologies: AICRMHardwareHubSpotSupportSpark More:
We are Brass Monkey, a company built around helping people experience the power of cold water immersion every day through our challenge creates change philosophy. Our team is guided by brave, high-standards and kind values, and we are looking for someone who shares that mindset. This is a full-time role based at our Wetherby head office, working Monday to Friday from 9am to 5pm, with a salary of £30,000 to £35,000 depending on experience, 25 days of holiday plus bank holidays, a company pension scheme, and seasonal company events such as summer and Christmas parties. We support both residential and commercial customers and offer the opportunity to influence customer experience, team performance and service improvement across the business.
last updated 30 week of 2026