Customer Support Specialist

Customer Support Specialist

• Reports to:

  Customer Support Manager

• Location:

  Milton Keynes office

• Contract:

  Full-time, permanent

About FuseMetrix

FuseMetrix is building the most innovative and trusted platform powering leisure and attraction businesses across the UK. Since 2002, FuseMetrix has empowered businesses to streamline their operations and enable better customer experiences. Our cloud-based platform brings together online bookings, ePOS, finance, CRM, HR and more into a single, unified platform. Family entertainment centres, farm attractions, indoor play venues, museums, zoos, and many more rely on it to run their day-to-day operations and give their visitors a great day out.

The team is based in Milton Keynes and is collaborative, solutions-focused, and committed to delivering an excellent customer experience.

The Opportunity

As a Customer Support Specialist, you’ll be the first point of contact for customers seeking help with a feature-rich platform. Support is provided via phone, email, and live chat, and queries can range from basic usage to more technical configuration issues. Strong problem-solving skills, ability to and an interest in technology are key.

While this is a hands-on support role, it also offers exposure to wider parts of the business, making it a solid entry point for someone interested in developing a longer-term career in customer success, onboarding, or implementation.

Working hours for this role will be normal business hours Monday through Friday. The individual will also be required to work three shifts over Saturday and Sunday for a total of 11.5 hours to contribute to our out-of-hours support. 

Key Responsibilities

• Respond to incoming queries via live chat, email, and phone.
• Troubleshoot and guide users through configuration-based support (no coding required).
• Learn the product in depth to offer accurate, efficient advice.
• Escalate more complex technical issues where needed.
• Contribute to support documentation and internal knowledge sharing.
• Deliver a friendly, solution-focused experience for every customer.

What We are Looking For

• Experience in a customer-facing role (support, service desk, or similar)
• Confident communicator with strong written and verbal skills
• Technically competent and able to pick up complex systems quickly
• Calm under pressure and comfortable handling multiple tasks at once
• A team player who is also happy working independently
• Previous experience with Intercom or other help desk software is desirable

Benefits

• Competitive salary
• Generous pension contribution (8% employer contribution)
• Private healthcare
• Enhanced parental leave benefits
• Supportive and collaborative team culture
• Opportunities to broaden your skills and explore future paths in customer success, account management or implementation

Equal Opportunities

We're building a team that reflects the communities our software serves. FuseMetrix is an equal opportunity employer. We welcome applicants of every background, identity and experience, especially women, people from ethnic minority backgrounds, disabled people and LGBTQ+ people, who are underrepresented in the software industry. If you're excited about this role but don't tick every box, please apply anyway.

How to Apply

Send your CV to [email protected]

with a short note explaining your interest in the role.