About this role
Flexigrant is a leading provider of grant management software solutions built on our Flexigrant product. We have more than 100 Flexigrant clients including Cancer Research UK, The British Heart Foundation, Royal Society, the Royal Academy of Engineering, the Academy of Medical Sciences and the British Academy.
The Role
We're looking for a Customer Support Representative to join our Customer Success team. You'll be the first point of contact for customers, helping them get the most out of Flexigrant through fast, accurate and empathetic support, using modern tools and AI-assisted workflows to resolve issues faster. This role is central to our drive towards world-class customer satisfaction: as well as resolving tickets, you'll help automate repetitive support work and use customer feedback to push CSAT and NPS scores towards best-in-class. A great fit for someone who enjoys problem-solving, thrives in a fast-paced SaaS environment, and wants to grow into a subject-matter expert on a market-leading product.
Key Responsibilities
Front-Line Support
Own tier 1 support, triaging, resolving and escalating tickets via FreshdeskRespond to customer queries by email, phone and video call, adapting communication style to the customer's technical confidenceMeet and exceed SLA targets for response and resolution time, keeping customers informed throughoutUse AI-powered tools to speed up ticket triage, draft and refine responses, and surface relevant solutionsKnowledge & Continuous Improvement
Create, update and maintain solution articles and knowledge base contentSupport delivery of product webinars and online learning sessionsIdentify recurring issues and knowledge gaps, and build content or process improvements to reduce repeat ticketsBring your own helpdesk and support tooling experience to help refine our processesSupport the rollout of new AI and automation tools within the support functionReporting & Insight
Report regularly on helpdesk metrics: tickets received, response time, resolution time, CSAT and other key indicatorsGather and share customer feedback with Customer Success, Product and Development teamsSpot trends in customer queries that could inform product or documentation improvementsHelp run our customer satisfaction and NPS programme: surveys, verbatim analysis, closing the loop with detractors, and turning themes into service improvementsEnsure all data handling complies with GDPR, confidentiality and security requirementsCollaboration
Work closely with Customer Success, Implementation and Product to ensure a joined-up customer experienceEscalate complex or high-impact issues to the right internal ownerContribute to a culture of shared learning on product updates and best practices
Key skills, knowledge and abilities
Experienced in a customer support or service role, ideally supporting a SaaS or cloud-based productDetail-oriented self-starter who enjoys process, problem-solving and getting to the root cause of an issueComfortable communicating with customers by email, phone and video callAble to explain technical concepts in plain language for non-technical usersCurious, with the ability to quickly learn new systems and tools, including AI-assisted support toolsComfortable using AI tools as part of your day-to-day workflow, while knowing when to apply your own judgementAutomation-minded, with an instinct for spotting repetitive work and experience (or appetite) for configuring workflows, rules or integrations to remove itTeam player who enjoys a challenge and wants to grow into owning their area of the businessCommitted to continuous learning and professional developmentWhat Success Looks Like
Customers receive fast, accurate and friendly support that leaves them confident in the productSLAs are consistently met, with clear visibility on helpdesk performanceCSAT and NPS trend upwards towards world-class levels, with detractor feedback acted onThe knowledge base stays current, comprehensive and genuinely usefulAI tools are used effectively to boost efficiency without compromising quality or empathyStrong working relationships with customers, becoming a trusted point of contactRecognised as a trusted product expert, internally and by customers