Full job descriptionCustomer 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.