Customer Support Specialist

About the Company

This organisation delivers products or services directly to customers and places a strong emphasis on user experience. Customer support is central to its reputation and growth, with support teams working closely with product, engineering, and operations.

The culture prioritises empathy, clarity, and accountability. Feedback from customers is actively used to shape product improvements and service delivery.

Typical benefits include flexible working arrangements, performance-based progression, and opportunities to move into senior support, product, or customer success roles.

The Role

As a Customer Support Specialist, you will be the first point of contact for customers, helping resolve queries, issues, and requests efficiently and professionally. You will balance responsiveness with quality, ensuring customers feel supported and understood.

The role requires strong communication skills, organisation, and the ability to handle a wide range of enquiries while maintaining a consistent level of service.

Key Responsibilities

• Respond to customer enquiries via email, chat, or ticketing systems
• Resolve common issues and escalate complex cases appropriately
• Maintain clear, professional communication with customers
• Track issues and follow up to ensure resolution
• Identify trends in customer feedback and recurring problems
• Collaborate with technical and product teams to improve outcomes
• Contribute to FAQs, help articles, and support documentation

What We’re Looking For

• Excellent written and verbal communication skills
• Strong problem-solving ability
• Empathy and customer-focused mindset
• Ability to manage multiple conversations or tickets
• Comfort working with structured processes and tools
• Interest in understanding products and systems in depth

Tools & Environment

You will typically use:

• Customer support platforms (e.g. Zendesk, Intercom)
• Internal knowledge bases
• CRM or customer management systems
• Collaboration tools

How Success Is Measured

• Customer satisfaction scores
• Response and resolution times
• Accuracy and consistency of information provided
• Contribution to improved customer experience
• Feedback from customers and internal teams

Benefits & Progression

Customer Support Specialists often progress into senior support, customer success, training, or product roles. Benefits typically include flexible working, training opportunities, performance incentives, and a supportive team culture.