Customer Support Specialist – Remote (UK) – SaaS

About the role

We are looking for a Customer Support Specialist to join our growing SaaS business serving operational companies across the UK. This is a problem‑solving role where you will own customer issues from start to finish, providing guidance, training and feedback to improve our product.

Key responsibilities

• Assist customers via phone, email, screen‑share and ticketing systems.
• Investigate root causes of issues rather than applying quick fixes.
• Create and improve support documentation and training materials.
• Proactively reduce recurring support demand through problem solving.
• Collaborate closely with Product and Operations teams.
• Meet SLA/KPI targets while delivering excellent customer experiences.

Required profile

• Previous experience in a SaaS customer support or service role.
• Strong communication skills with the ability to explain technical concepts simply.
• Curious, solutions‑focused mindset and organised, resilient work style.
• Self‑starter who enjoys improving systems and workflows.

Required skills

• Ticketing systems
• Screen‑sharing tools
• AI‑driven support tools or knowledge bases

What we offer

• Fully remote working (UK‑based)
• Quarterly and annual team off‑sites
• Learning & development support
• Health cash plan and enhanced parental leave
• Additional holiday incentives and work‑from‑home allowance