Customer Support Specialist

Salary: £25,000 - 25,000 per year

Requirements:

• Excellent with customers and comfortable communicating with people at all levels
• Naturally curious and good at working out why something isnt behaving as expected
• Confident using modern software and able to learn new systems quickly
• Organised and capable of managing several customer issues at the same time
• Clear and concise when communicating in writing
• Comfortable taking ownership of a problem rather than simply passing it on
• Able to distinguish between a user question, configuration issue, software bug and potential product improvement
• Comfortable working independently while being part of a small, collaborative team
• Interested in AI and how modern tools can improve the way we support customers
• Calm and methodical when dealing with urgent or time-sensitive issues
• Experience with SaaS products, software support, customer success, housebuilding, property or construction is useful but not essential
• GCSE or equivalent preferred
• Customer service experience: 2 years preferred

Responsibilities:

• Respond to customer support requests through our ticketing system, email, phone and online meetings
• Investigate customer queries and troubleshoot problems before escalating them to the development team
• Take ownership of support tickets and keep customers informed through to resolution
• Help new customers successfully adopt and use Housebuilder Pro
• Deliver customer training remotely and, occasionally, face-to-face
• Build strong relationships with customers and understand how they use the platform
• Identify recurring questions, problems and opportunities to improve the customer experience
• Test new features and updates before release
• Reproduce software issues and raise clear, useful bug reports for the development team
• Gather customer feedback and feed it into our product roadmap
• Create and maintain help guides, knowledge-base articles and other customer resources
• Support the rollout of new features and communicate changes to customers
• Use AI and modern productivity tools to research issues, improve documentation and work more efficiently

Technologies:

• AI
• Support

More:

We are Housebuilder Pro, a software platform built specifically for new home builders, helping them manage customers, developments, plots, sales processes and aftercare in one place. Founded in 2018, we are now used by housebuilders across the UK and continue to grow our customer base and platform functionality. We are part of Shoothill, a Shrewsbury-based technology company delivering software, AI, digital and managed IT services to organisations across the UK. This is a permanent, full-time, in-person role offering a salary from £25,000 per year, along with company events, a company pension and private medical insurance. We work as a small, collaborative team and offer opportunities to grow into broader responsibilities across customer success, implementation, product and training.

last updated 32 week of 2026