Customer Support Executive

JustGo is a fast-growing cloud-based Membership & Event Management software provider, delivering powerful solutions to National Governing Bodies of Sport and other membership-led organisations. With a strong global customer base of leading sports organisations, we’re scaling our platform worldwide, and we’re looking for exceptional talent to join us on the journey.

As a Support Generalist, you will be a key point of contact for our customers, helping them get the most value from our SaaS platform. We are looking for someone who is naturally curious, solution-oriented, and comfortable handling a wide range of customer and product-related questions. You should enjoy troubleshooting problems, learning software, communicating with customers, and working closely with internal teams to find the right solutions. This is an excellent opportunity for someone who wants to develop their career in SaaS Customer Support, Product Support, and Technical Support within an international organisation.

What you will do:

• Provide professional and timely support to customers through email, phone, and other support channels
• Understand customer issues, investigate problems, and provide clear and effective solutions
• Become an expert in the JustGo SaaS platform and its features
• Guide customers on product functionality, configuration, and best practices
• Troubleshoot application and user-related issues and escalate complex matters when required
• Assist with customer onboarding, implementation, and configuration activities
• Maintain accurate records of customer interactions, issues, and resolutions
• Identify recurring customer problems and communicate product feedback to the relevant teams
• Work closely with Product, Development, Implementation, and other internal teams
• Support software releases and help customers understand new features and changes
• Manage multiple customer requests while maintaining a high standard of service
• Contribute to improving internal support processes, documentation, and knowledge bases
• Take ownership of customer issues from initial contact through to resolution

Who we are looking for:

The role requires 1 to 3 years of experience in Customer Support, Technical Support, SaaS Support, or a similar role, along with excellent written and spoken English. A Bachelor’s degree in any discipline is preferred.

The successful candidate must be willing and able to work Morning, Day, and Night shifts based on business requirements. Shift schedules may vary according to customer and business requirements. Willingness to work night shifts is essential. The role will operate in a hybrid office and home environment.

Specific KPI targets and SLAs will be agreed based on the support channel, customer requirements, ticket priority, and level of responsibility.

• Previous experience in customer support, technical support, or a similar customer facing role, preferably within a SaaS or software environment
• Strong analytical, troubleshooting, and problem solving skills, with the ability to understand technical issues and identify practical solutions
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non technical audiences
• A customer focused mindset with a genuine interest in helping customers and delivering a positive support experience
• Strong attention to detail, with the ability to maintain accuracy when handling customer information, support tickets, and technical documentation
• Good organisational and time management skills, with the ability to manage multiple tasks and priorities effectively
• Ability to learn new software platforms, understand product functionality, and adapt quickly to new tools, systems, and processes
• Familiarity with cloud based software, SaaS applications, Microsoft Office, and Google Workspace
• A methodical and proactive approach to investigating issues, analysing information, and finding effective solutions
• Ability to work independently, take ownership of assigned tasks, and collaborate effectively with colleagues and other teams
• Strong interpersonal skills and the ability to communicate professionally with customers and colleagues from different cultural backgrounds and time zones
• A willingness to learn, accept feedback, develop product knowledge, and continuously improve technical and customer support skills
• Ability to remain calm, professional, and customer focused when dealing with challenging situations or working under pressure
• Previous experience with ticketing systems, CRM platforms, or customer support tools would be an advantage

Benefits to you:

• 6-month probation period
• Salary: BDT 40,000 – 60,000 per month
• Subsidised food allowance
• 25 days annual leave + 5 days sick leave
• 5-day work week with a hybrid working environment – 3 days office / 2 days work from home
• Annual performance and salary review
• All required work equipment provided
• Friendly, collaborative, and international working environment
• Opportunity to work with customers across the UK, US, Australia, and global markets
• Opportunity to develop your career in SaaS, Customer Support, Product Support, and Technical Support

About JustGo

JustGo provides a complete membership management system and online membership experience for National Governing Bodies and Sports Clubs globally. The platform supports membership, event ticketing, communications, qualification management, reporting, safeguarding, member engagement and lots more. JustGo is trusted by over 100 national sporting bodies worldwide, with customers including British Gymnastics, AusTriathlon, Canadian Kendo Federation, Special Olympics Ireland, Badminton England, Swim Wales and United States Twirling Association.