Customer Support Advisor

About the role

Moorepay is looking for a Customer Support Advisor to join its fast‑growing team in Manchester. You will be the first point of contact for users of Moorepay’s HR and payroll SaaS platform, helping them resolve issues and maximise the value they receive from the service.

Key responsibilities

• Manage customer queries via Zendesk and phone, meeting defined service level agreements.
• Own the end‑to‑end customer journey to ensure a high‑quality experience.
• Troubleshoot application issues and guide users in effective platform usage.
• Collaborate with Technical Support, Sales and Customer Success teams to resolve complex problems.
• Log all interactions accurately and provide clear updates to customers.
• Raise bugs, suggest product improvements and share knowledge with the team.
• Support continuous improvement of service delivery and overall customer experience.

Required profile

• Experience working with software applications, preferably SaaS products.
• Analytical thinker with an innovative approach to problem solving.
• Ability to work to deadlines, prioritise tasks and take ownership of decisions.
• Strong written and verbal communication skills.
• Comfortable building effective relationships with clients and colleagues.
• Adaptable to change as technology and services evolve.

Required skills

• Zendesk ticketing system.
• Experience with SaaS platforms.

What we offer

• Hybrid working model – three days per week in the Swinton office.
• Opportunities for professional growth within a 50‑year‑old, expanding company.
• Focus on mental‑health support, work‑life balance and equal opportunity.
• Being part of a friendly team of over 500 professionals across multiple locations.