Customer Success & Application Support Specialist

About the role

We are looking for an experienced Customer Success & Application Support Specialist to become the go‑to expert on our communication platform. Based in our Epsom office, you will work closely with Customer Success, Account Management, Product and Development teams to ensure customers receive clear, accurate and timely support.

Key responsibilities

• Act as the primary platform expert for customers and internal colleagues.
• Handle complex customer conversations, providing professional and accurate responses.
• Investigate platform issues, identify root causes and suggest practical work‑arounds.
• Escalate bugs and technical problems to the appropriate internal teams with detailed information.
• Track escalated cases and ensure updates align with agreed SLAs.
• Review customer feedback to pinpoint training needs, product limitations or enhancement opportunities.
• Support customer administrators with advanced platform, account, user and deliverability queries.
• Maintain and improve internal support processes, knowledge articles and guidance materials.

Required profile

• Strong experience in customer success, application support, SaaS or technical customer support.
• Proven track record of supporting users of a complex software platform.
• Excellent written and verbal communication skills, able to explain technical issues clearly.
• Strong analytical and problem‑solving abilities with good judgement on issue classification.

Required skills

What we offer

• Salary up to £45,000 per year, dependent on experience.
• Office‑based role in Epsom, South East England.
• Opportunity to become a platform expert within a collaborative, fast‑growing software company.