Customer Support Agent

TL;DR

Customer Support Agent (SaaS): Delivering high-quality technical and product support to users with an accent on troubleshooting, CRM platform utilization, and clear communication. Focus on building product expertise, maintaining high CSAT scores, and creating user-friendly Help Centre documentation within a fast-paced environment.

Location: Must be based in London or able to work in a hybrid capacity from the London office.

Salary: £30,000

Company

A hirify.globalefits platform connecting the entire ecosystem to create better outcomes for employers, employees, brokers, and providers.

What you will do

• Respond to customer queries via email, chat, and phone while maintaining excellent satisfaction standards.
• Troubleshoot and resolve technical and product-related issues according to established SLAs.
• Develop deep product expertise to educate and empower customers effectively.
• Identify trends in support queries and escalate complex or recurring issues to relevant internal teams.
• Create and maintain high-quality, accurate, and brand-aligned Help Centre articles.
• Collaborate with product and support teams to translate complex concepts into clear user-friendly documentation.

Requirements

• 1-2+ years of experience in customer service within a fast-moving B2B SaaS company.
• Excellent written and verbal communication skills.
• Strong analytical thinking and problem-solving ability.
• Solid technical aptitude with experience in CRM and ticketing tools like Intercom or Jira.
• Strong organizational skills and ability to prioritize tasks effectively in a queue.
• Must be based in London or able to commute for hybrid work.

hirify.globalefits">Culture & hirify.globalefits

• Comprehensive private medical insurance and funded life assurance.
• Weekly lunch provided in the office to foster team collaboration.
• Work-from-abroad scheme to support travel or visiting loved ones.
• 28 days of annual holiday plus bank holidays with an option to buy/sell days.
• Personal monthly allowance (hirify.global Balance) starting at £100.
• Enhanced parental leave and workplace nursery scheme.