Customer Support Specialist

Customer 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