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- Tasks: Support customers through email, chat, and phone, ensuring a seamless product experience.
- Company: Breathe Partners is a people-first SaaS company focused on empowering users and fostering growth.
- Benefits: Enjoy 25 days holiday, flexible working, private medical insurance, and a dog-friendly office!
- Why this job: Make a real impact by championing customer needs and contributing to product improvement.
- Qualifications: 1 year of customer support experience in a tech environment; strong communication and problem-solving skills required.
- Other info: Join an award-winning culture where everyone can grow and thrive!
The predicted salary is between 22000 - 28000 £ per year.
Who Are We?
We\’re a forward-thinking SaaS company on a mission to create a workplace where people come first and everyone thrives. If you\’re a Customer Support Specialist with a passion and drive to empower users and deliver seamless product experiences, this is your chance to make a real impact!
Our Values: What We Live By
People First: Every decision we make is about our people. We ARE the people-first company.
Be Better Tomorrow: Every day, we challenge ourselves to learn, grow, and improve—individually and as a team.
Strive with Impact: Every action we take makes a difference—to our employees, our customers, and our business.
Seek Out Efficiency: We scale smart. We innovate. We find ways to work better, not harder.
Why is this role important?
Working as a key member of our Support Team, our Customer Support Specialists are dedicated to empowering Breathe\’s customers. You\’ll achieve this by providing expert support, delivering clear product education, swiftly resolving issues, and ultimately ensuring every customer enjoys a successful and seamless product experience. You\’ll be the voice of our customers, championing their needs and contributing to the continuous improvement of our product and overall customer journey.
Responsibilities
- Ensure the best product experience for our customers by providing prompt, accurate, and empathetic support through email, chat, and phone for all product inquiries, technical issues, and general questions.
- Efficiently troubleshoot and resolve customer issues, escalating complex problems to internal teams when needed.
- Help customers get the most out of our products by teaching them about features, best practices, and new releases.
- Contribute to the creation and improvement of self-help resources, such as FAQs and knowledge base articles.
- Focus on meeting customer needs and uncovering pain points.
- Be a customer advocate by collecting and sharing feedback internally to shape product development and company strategy.
- Collaborate effectively with cross-functional teams, including Product, Marketing, Sales, and Customer Success, to ensure a seamless customer experience.
- Stay up-to-date on product updates, industry trends, and support best practices.
- Maintain awareness of and be compliant with information security protocols in relation to your job role and handling of any data.
What we value for this role
- 1 year minimum experience in customer support within a SaaS or tech company.
- Tech-savvy and experience with customer service platforms like Intercom or similar.
- Exceptional customer service skills with a genuine desire to help and understand from a customer\’s perspective.
- A passion to see issues through to resolution.
- Be a true ‘People person’.
- Ability to understand and evaluate the customer experience.
- Good organisational, co-ordination and project management skills.
- Excellent written and verbal communication skills, with the ability to communicate with both technical and non-technical people.
- A keen interest in technology.
- Self-motivated and a strong team player with a proactive approach.
- Able to work well in a high-volume and busy environment.
- Positive and professional attitude towards customers.
- Good problem-solving skills.
- A champion for the Breathe brand who lives our Company values.
- Passionate and committed to improving the customer experience.
- A growth mindset.
Why You’ll Love It Here ️
- £26,000-£28,000 + company bonus
- Time Off – 25 days holiday + your birthday off!
- Flexible Working – Hybrid role (50% in office is our minimum)
- Private Medical Insurance – Includes dental, optical & mental health cover
- Life Insurance – 2x salary
- Matched Pension – Salary exchange with 5% employer contribution
- Access to unlimited Professional Coaching – More Happi
- Volunteer Days – 2 per year to give back to the community
- Dog-Friendly Office – Bring your four-legged friend!
- Access to Mintago – Exclusive financial wellbeing through discounts and expert advice
The Hiring Process: Let’s Make it Personal!
Stage 1: Initial screening call with our People and Talent Advisor
Stage 2: In office interview – With our Customer Support Team Manager and our Knowledge Base Manager
Stage 3: In office interview – Head of Customer and another Manager
Ready to join us? Apply Now!
A bit of background on Breathe: Located in vibrant Horsham, Breathe isn\’t your typical SaaS business. Private equity owned, well-funded, with over 16,000 customers and an average 6 years’ LTV (a rarity in the SaaS industry), Breathe is the number 1 HR Software for SMEs in the UK. But there is more to it – our work culture is award winning, with talented people that are committed to driving impact, while having fun together. We\’re proud of our track record of success, but we\’re even more excited about what the future holds for us.
Confidence can sometimes hold us back from applying for a job. But we\’ll let you in on a secret: there\’s no such thing as a \’perfect\’ candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. #J-18808-Ljbffr
Customer Support Specialist employer: Breathe Partners
Contact Detail:
Breathe Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Familiarise yourself with Breathe's values and mission. During your interviews, demonstrate how your personal values align with theirs, especially the 'People First' approach. This will show that you understand their culture and are genuinely interested in contributing to it.
✨Tip Number 2
Prepare to discuss specific examples from your previous customer support experience, particularly in a SaaS environment. Highlight instances where you empowered users or resolved complex issues, as this aligns perfectly with the responsibilities of the role.
✨Tip Number 3
Research common customer pain points in SaaS products and think about how you would address them. Being able to articulate your understanding of these challenges and how you can help customers overcome them will set you apart during the interview process.
✨Tip Number 4
Showcase your tech-savviness by discussing any relevant tools or platforms you've used in past roles, such as Intercom. Being able to speak confidently about these tools will demonstrate your readiness to hit the ground running in the Customer Support Specialist position.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, especially within SaaS or tech companies. Emphasise your exceptional customer service skills and any specific platforms you've used, like Intercom.
Craft a Compelling Cover Letter: In your cover letter, express your passion for empowering users and delivering seamless product experiences. Mention how your values align with Breathe Partners' 'People First' approach and your commitment to continuous improvement.
Showcase Problem-Solving Skills: Provide examples in your application that demonstrate your problem-solving abilities. Highlight situations where you efficiently resolved customer issues or improved processes, showcasing your proactive approach.
Research the Company Culture: Familiarise yourself with Breathe Partners' work culture and values. Mention specific aspects of their mission and values in your application to show that you understand and resonate with their company ethos.
How to prepare for a job interview at Breathe Partners
✨Show Your Passion for Customer Support
Make sure to express your genuine enthusiasm for helping customers. Share specific examples of how you've gone above and beyond in previous roles to ensure customer satisfaction, as this aligns perfectly with the company's 'People First' value.
✨Demonstrate Problem-Solving Skills
Prepare to discuss scenarios where you've successfully resolved customer issues. Highlight your ability to troubleshoot effectively and your approach to escalating complex problems, showcasing your commitment to delivering seamless product experiences.
✨Familiarise Yourself with the Product
Before the interview, take some time to learn about Breathe's products and services. Being knowledgeable about their offerings will allow you to engage in meaningful conversations and demonstrate your tech-savviness, which is crucial for a Customer Support Specialist.
✨Emphasise Team Collaboration
Since the role involves working closely with cross-functional teams, be ready to share examples of how you've collaborated with others in past positions. Highlight your communication skills and your ability to work well in a team environment, reflecting the company's value of striving with impact.
