About this role
Customer Support Agent – SaaS Finance - Bournemouth | £33,000 | Sunday Times Best Places to Work
Join a growing finance SaaS business as a Customer Support Agent, helping customers get the most from a modern finance platform. This is a fast-paced, customer-facing role focused on troubleshooting, problem-solving and great service across multiple channels.
The Role
Manage customer queries across tickets, email, phone and digital channels.Troubleshoot issues, find solutions and explain them clearly to customers.Manage a busy ticket queue, prioritising effectively and working to SLAs.Use AI, knowledge bases and internal tools to improve efficiency and customer responses.Escalate complex issues with clear troubleshooting information and maintain ownership through to resolution.Build strong product knowledge and develop an understanding of the finance processes the platform supports.Work closely with Product and Development teams to resolve issues and improve the customer experience.Identify recurring issues and suggest improvements to support processes. What We’re Looking For
Experience in customer support, technical support or SaaS support.Experience using ticketing/case management systems and supporting customers across multiple channels.Strong troubleshooting, communication and problem-solving skills.Comfortable working at pace and managing competing priorities.Confident learning new technology and interested in AI and emerging tools.Customer-focused, proactive and able to explain technical information simply. Finance Experience – A Bonus
You don’t need an accounting background. However, knowledge of finance, accounting software or areas such as invoices, payments, VAT, AP/AR or reconciliations would be advantageous.