Customer Support Specialist
SKILLS
FULL DESCRIPTION
Customer Support Specialist
[Employer hidden — sign up to reveal] is hiring a Customer Support Specialist to join their frontline Experience Team. This hybrid role in London involves triaging and managing incoming support tickets via Intercom, resolving customer issues quickly, and feeding feedback to Product and Engineering teams.
About [Employer hidden]
At [Employer hidden — sign up to reveal], we're building a world where borders are no longer barriers. Founded in 2023, we've helped 600+ UK businesses and 15,000+ individuals navigate immigration complexity. Backed by Entrepreneur First and Backed.VC, we're scaling fast. Around 25% of our workforce is sponsored, and we proudly offer visa sponsorship as part of our hiring process.
Role and Responsibilities
You will be the first line of defence for our customers, ensuring fast, thoughtful support while helping improve product and processes. Day-to-day duties include:
- Triage and manage incoming tickets via Intercom
- Respond to customers quickly and clearly
- Call customers directly when needed
- Tag, categorise, and route issues for Product Ops and Engineering
- Identify recurring issues and proactively flag to Product Ops
- Collaborate closely with CSMs
- Contribute to improving internal support workflows
What Great Looks Like
Must-Have Capabilities:
- Strong communication skills (phone, chat, written)
- Comfortable using ticketing systems (e.g. Intercom)
- Proactive mindset
- Curious and fast learner
- Customer-obsessed
- Comfortable escalating or picking up the phone
- 1+ year in frontline support role
Nice-to-Haves: Experience in SaaS or startup environments, exposure to product teams.
Benefits and Perks
- 3 days in office, 2 days remote
- Monthly company lunches and team events
- Annual offsite
- Comprehensive private medical insurance
- 25 days holiday + 3 extra days between Christmas and New Year
- 1-week work-from-anywhere policy
- £500 annual Learning & Development budget
- 6-month performance reviews and promotions
- Laptop and peripherals
- Cycle to Work scheme
- Employer pension contributions
- Access to mental health support
- Gym in Shoreditch Exchange
- Onsite barista
Interview Process
30-minute screening call with Talent, 30-minute interview with Hiring Manager including a live task, 30-minute final onsite interview.
Department: Product | Location: London HQ | Remote status: Hybrid