Customer Success & Application Support Specialist

Salary: £30,000 - 40,000 per year

Requirements:

• Strong experience in customer success, application support, SaaS support, or technical customer support
• Proven track record supporting customers using a complex software platform
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly
• Strong analytical and problem-solving skills, with good judgement on whether an issue is a support query, bug, enhancement request, or training need
• Experience managing customer expectations and handling escalated or sensitive issues
• Strong attention to detail and the ability to document issues clearly
• Confidence working across customer-facing, technical, and product teams
• Experience with SaaS platforms, email marketing platforms, CRM systems, Intercom or similar support tools, or email deliverability is desirable

Responsibilities:

• Act as a customer-facing expert on our software platform
• Support and oversee complex customer conversations, ensuring responses are clear, accurate, and professional
• Investigate platform issues, identify likely causes, and recommend practical solutions or workarounds
• Escalate bugs, technical issues, and complex cases to the appropriate internal team with clear supporting information
• Track escalated issues and help ensure updates are provided in line with agreed SLAs
• Review customer feedback and identify whether it relates to training, support, bugs, product limitations, or enhancement opportunities
• Propose improvements based on recurring customer issues and feedback
• Support customer admins with more complex platform, account, user, and deliverability queries
• Help maintain and improve internal support processes, knowledge articles, and guidance materials
• Share platform knowledge across Customer Success, Account Management, and Support teams

Technologies:

• CRM
• Support
• Marketing

More:

We are an established software company based in Epsom, developing and supporting a leading communication platform used by public sector and commercial organisations across the UK. We are a close-knit, collaborative business where customer experience and product quality go hand in hand. This is a senior, customer-facing specialist role within our Customer Operations team, not a people management position. The role is office-based in Epsom, working Monday to Friday, 9:00am to 6:00pm with a one-hour unpaid lunch break. We offer a salary of up to £45,000 depending on experience and the opportunity to become a genuine platform expert within a product-led company, working closely with customers and internal teams to shape the customer experience and the future of the product.

last updated 31 week of 2026