Customer Support Specialist Required in London - London

Customer Support Specialist Required in London

Key Points

• Be the sole Support Specialist within a scaling SaaS business
• Full ownership of the end-to-end customer support function
• Clear 18–24 month progression pathway to Support Manager
• Fully remote role with strong autonomy and cross-functional exposure
• Opportunity to build and shape support processes from the ground up

About The Company

• Fast-growing B2B SaaS business within the hospitality technology sector
• Provides an operational platform used by multi-site venues and hospitality groups
• Strong growth trajectory with expanding international customers
• Collaborative, product-led environment with close Product, CS, and Engineering alignment
• Remote-first working culture

The Role

• Own the full support ticket lifecycle from first response to resolution
• Act as the single owner of the customer support function
• Create guides, troubleshooting documentation, and video walkthroughs
• Identify recurring issues and recommend process or product improvements
• Track and report on support performance metrics and trends

About You

• Experience in SaaS customer or technical support (Hospitality ideal)
• Comfortable working independently with full accountability
• Confident troubleshooting product-related technical issues
• Experience using ticketing or knowledge base platforms (HubSpot or similar beneficial)
• Process-driven mindset with interest in continuous improvement

Salary & Benefits

• Competitive base salary - £35K + 10% bonus
• Fully remote working
• Structured progression plan with clear development milestones
• Direct exposure to senior leadership
• Opportunity to build and lead a future support team

Apply Now
https://www.linkedin.com/jobs/view/4372247370/?

Posted on : 2 weeks ago, #6096, 3 views

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