Customer Support Specialist

Who you are

• This is a great role for someone with some experience in SaaS or online customer support who wants to keep developing their technical, communication and customer-facing skills in a friendly, remote-first team
• 1-3 years’ experience in online customer support, ideally for a B2B SaaS or similar software company
• Excellent written and spoken English and the ability to explain things clearly, simply and warmly
• A calm, patient and empathetic approach to helping customers
• Good attention to detail, especially when dealing with billing, account or technical questions
• A practical approach to troubleshooting and problem-solving
• Confidence learning new software tools and understanding how web-based products work
• Some familiarity with basic technical concepts such as browsers, cache, cookies, internet connection issues and permissions
• The ability to work independently in a remote team and manage your time well
• A collaborative and conscientious attitude and willingness to share useful customer feedback with product, engineering and the wider team
• Comfort with asynchronous communication and keeping written conversations clear, concise and on track
• You don’t need to be a developer, but you should be curious about technology and comfortable investigating how things work
• Supporting a SaaS product
• Helping customers with billing, subscriptions or invoices
• Writing Help Centre articles or customer-facing guides
• Using support tools such as Front, Intercom, Zendesk, HubSpot or similar
• Working in a fully remote team
• Recording short customer help videos or walkthroughs
• Supporting customers across multiple time zones, especially APAC-friendly hours
• Comfortable using AI tools to improve the quality and efficiency of your work

What the job involves

• We’re looking for a Customer Support Specialist to join our team
• As more teams use Resource Guru and as we continue to support larger, more complex customers we want to make sure every customer receives fast, clear, thoughtful and genuinely helpful support
• This role is primarily about helping customers by email, understanding their questions, troubleshooting issues, and making sure they get the best possible experience from Resource Guru
• You’ll work closely with Dana, our Senior Customer Support Specialist, and collaborate with our product and engineering teams when customer questions, bugs or feature requests need to be investigated further
• We see Customer Support as a core part of building a great product, so you’ll work closely with the rest of the team to help improve Resource Guru, not just answer support tickets
• Learning Resource Guru inside out:
• In your first few months, you'll get to know Resource Guru inside out - how customers use the product, what common questions come up, and how to guide people towards the right answer
• Responding to customer questions:
• Help customers with day-to-day support questions, including product usage, account setup, billing enquiries, troubleshooting and general "how do I…?" queries
• Most support is handled by email, though you may occasionally join a phone or video call when that would help resolve something more quickly
• Troubleshooting problems:
• Investigate customer issues carefully and methodically - asking the right follow-up questions, checking account settings, trying to reproduce a problem, looking for browser-related issues, or escalating a bug to engineering with clear notes
• Working with the wider team:
• Work closely with Dana and the wider Resource Guru team to understand customer questions, resolve issues, and make sure useful feedback is shared with Product and Engineering
• Help create clear internal reports when customers report bugs or technical issues, and tag/categorise feature feedback so the team understands what customers need
• Improving our help content:
• Help keep the Help Centre useful and up to date - updating existing articles, writing new ones, recording simple walkthroughs, or suggesting improvements when you notice customers asking the same questions repeatedly
• Using our support tools:
• Use tools such as Front, Recurly, Customer.io, HubSpot and other internal systems to manage customer conversations, billing questions and account information. We don't expect you to know all of these already, but you should be comfortable learning new software quickly
• Helping customers feel looked after:
• A big part of this role is making sure customers feel heard, understood and helped. We care about support that is accurate and efficient, but also warm, human and thoughtful
• The exact working pattern will depend on your location and the coverage we agree, but you should be clear in your application about where you’re based and what working hours you would expect to keep

The application process

• Meet with Imogen (Talent/People Ops): 25-30m video call. Imogen will tell you a bit more about what it’s like to be on Team Guru. Please come prepared with any questions about our ways of working or team structure
• Meet with Dana (Customer Support): 60m video call. Dana will talk with you about your previous support experience, your communication style, your technical troubleshooting skills, and any experience you have with billing or invoice-related enquiries
• Meet with Percy (cofounder): 30m video call. This will follow a typical interview format with an opportunity for you to ask questions and learn more about the role
• Reference checks
• Offer!

Benefits

• Stock options
• Work from anywhere you like (in a time zone within ±2 hours of UK time to ensure at least a 6-hour overlap with our working hours) - co-working space will be provided if necessary
• 30 days personal holiday (including any public holidays) + Dec 24 - Jan 1 company holiday
• Birthday off + house move day off
• Flexible hours
• Annual training and conference allowance
• A home office contribution upon joining (then every 3 years)
• Monthly health & well-being contribution - to be used as you see fit
• Annual budget to visit your colleagues (local or international)
• International travel - we host Guru Gatherings where we all get a chance to see each other in HD ;)