Full job descriptionCustomer Support Specialist | Remote (UK) | SaaS


We’re hiring a Customer Support Specialist to join a growing SaaS business serving a specialist operational industry across the UK.


This is not a "ticket-closing" support role. We’re looking for someone who genuinely enjoys solving problems, improving processes, and helping customers succeed long-term.
You’ll take ownership of customer issues from start to finish - troubleshooting systems, simplifying complex problems, delivering training, and feeding insights back into product improvements.


What you’ll be doing:
• Supporting customers via phone, email, screen share, and ticketing systems
• Investigating root causes rather than applying quick fixes
• Creating and improving support documentation and training materials
• Helping reduce recurring support demand through proactive problem solving
• Collaborating closely with Product and Operations teams
• Delivering excellent customer experiences while meeting SLA/KPI targets


What we’re looking for:
• Previous experience in a SaaS customer support or service role
• Strong communication skills and the ability to explain technical concepts simply
• A naturally curious, solutions-focused mindset
• Someone organised, resilient, and comfortable juggling priorities
• A proactive self-starter who enjoys improving systems and workflows


Bonus points for:
• Experience in waste management, logistics, transport, or operational software
• Exposure to AI-driven support tools or knowledge systems


What’s on offer:
*Fully remote working (UK-based)
*Quarterly and annual team offsites
*Learning & development support
*Health cash plan
*Enhanced parental leave
*Additional holiday incentives and WFH allowance


This is a fantastic opportunity to join a collaborative, ambitious team building software that supports operational businesses doing essential work.