About this role
Salary: £30,000 - 42,000 per year
Requirements: Strong experience in customer success, application support, SaaS support or technical customer supportA proven 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 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 where 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, not a people management position, and it offers the chance to become a genuine platform expert within our Customer Operations team. The role is office-based in Epsom, working Monday to Friday, 9:00am to 6:00pm with a one-hour unpaid lunch break, and offers a salary of up to £42,000 depending on experience.
last updated 35 week of 2026