Support Specialist

Job Title: Support Specialist

Location: London, UK - Hybrid (with occasional after-hours and weekend support)

Contract Type: 6 Month Fixed Term Contract - £30k Pro-Ratered

About the Role

We’re looking for a Support Specialist to join our UK Support team based in London. As a key member of our team, you will play a vital role in delivering exceptional solutions, troubleshooting technical issues, and providing an over-and-above, positive experience to customers worldwide.

This is more than just a customer support role—you’ll act as the crucial bridge between our customers and internal teams, including Product, Engineering, and Marketing. From resolving customer queries to maintaining internal workflows and handling escalations, you will help ensure that customers have the best possible experience with our suite of SaaS solutions.

Key Responsibilities

• Build and share in-depth knowledge of our cloud-based SaaS products and workflows with customers and colleagues.
• Create training documentation and onboard new team members as well as new customers.
• Provide personalized solutions, helping customers address specific technical issues and use product features effectively.
• Troubleshoot and track technical issues, logging bugs in JIRA, and escalating when necessary to deliver resolutions.
• Partner with Tier 1 & 2 Customer Support teams to resolve escalated cases and improve operational workflows.
• Lead efforts to promote independent problem-solving by creating helpful and accessible content regarding frequently encountered issues.
• Process subscription software billing queries and escalations via Reculry.
• Regularly share customer insights, feature requests, and pain points with internal teams to improve products and deliver on customer needs.

What We’re Looking For

Our ideal candidate is a driven and empathetic communicator who thrives on solving problems and continuously improving customer experiences. You understand the nuances of the entertainment industry and how cloud-based technology can enhance B2B operations.

Required Skills and Qualifications

• Experience in customer support, particularly with cloud technology applications and subscription-based SaaS models.
• Familiarity with billing systems and high-ticket customer query management.
• Strong proficiency in help desk software, bug tracking (e.g., JIRA), and CRM tools.
• Comfortable handling large volumes of customer inquiries across email, chats, and phone channels.
• Effective communication and problem-solving skills, even in high-pressure situations.
• Knowledge or experience in the entertainment and media industry is a plus!
• Ability to create and document internal processes and contribute to team training efforts.
• Flexible availability, including some weekends and holiday shifts.
• BA/BS degree preferred but not required.