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- Tasks: Be the go-to person for customer queries and manage our website systems.
- Company: Join a dynamic team in Leatherhead, focused on customer support and tech solutions.
- Benefits: Enjoy 26 days holiday, flexible hybrid working, and personal development opportunities.
- Why this job: Perfect for problem-solvers who love tech and want to make an impact in customer service.
- Qualifications: Experience in customer support and familiarity with WooCommerce/WordPress is essential.
- Other info: Join a friendly team with regular socials and a collaborative culture.
The predicted salary is between 22500 - 28000 £ per year.
Location: Leatherhead, UK (Hybrid: part-office, part-home working)
Contract: Permanent | Full-time (37.5 hours/week)
Salary: £26,500 – £32,000 (dependent on experience)
Holiday: 26 days + 8 bank holidays
About the Role
We’re looking for a highly organised, tech-savvy, and customer-focused Customer Support & Systems Specialist to join our growing team. In this hybrid role, you’ll be the first point of contact for customer queries and a key systems champion across our business. You will manage support tickets via HubSpot, oversee updates and maintenance on our WooCommerce/WordPress website, and help streamline operations through improved automations and platform integrations (including HubSpot, Xero, and Asana). You’ll also play a key role in our tasting validation schemes—guiding customers through the process, resolving login and data entry issues, and supporting both the technical and sales teams with customer-facing systems. If you’re the kind of person who loves problem-solving, process improvement, and delivering great service, this could be a perfect fit.
Key Responsibilities
- Customer Support (HubSpot Helpdesk)
- Act as the first line of support for customer queries via our HubSpot helpdesk (tickets, email, and chat).
- Troubleshoot access, data entry, and customer portal issues.
- Maintain a helpful, professional tone across all customer interactions.
- Escalate technical/operational issues with clear documentation.
- Scheme Assistance
- Assist customers in using our browser-based system for tasting scheme participation.
- Guide users through technical aspects of the scheme process.
- Collaborate with internal teams to ensure a seamless experience.
- Sales Team Support
- Assist the sales team with reporting and data entry requirements.
- Support customers with system login issues and data uploads related to training, validation, or order processes.
- Provide technical support that enables the sales process to run smoothly.
- Website & WooCommerce Management
- Manage and maintain our WooCommerce/WordPress site (aroxa.com), including:
- Product listings
- Content updates
- Shipping rules
- Discount logic (YITH, plugin-based)
- Private customer catalogues
- Multi-currency settings
- Monitor website performance, manage plugin updates, and resolve UX or technical issues.
- Liaise with developers for escalated fixes or improvements.
- Maintain accurate CRM records (contacts, deals, tickets, etc.) in HubSpot.
- Build and improve automation workflows and custom properties.
- Design dashboards and reports to support customer insights and scheme performance.
- Help integrate platforms (e.g. WooCommerce → HubSpot → Xero) using tools like Zapier, Make, or direct API connections.
- Promote data consistency and automation best practices across systems.
- Identify pain points in workflows and help teams resolve inefficiencies.
- Support broader discussions on platform improvements and new feature rollouts.
Who We’re Looking For
Essential Skills & Experience
- Strong experience in customer or technical support.
- Confident working with WooCommerce/WordPress, including products, layout, and user access.
- Comfortable using HubSpot CRM for contact management, ticketing, automation, and reporting.
- High IT literacy and strong troubleshooting instincts.
- Able to manage and support platform integrations.
- Detail-oriented, with great documentation and communication skills.
Desirable (Nice to Have)
- Experience with global e-commerce and multi-currency setups.
- Working knowledge of HTML/CSS for basic formatting.
- Familiarity with Zapier, Make (Integromat), or APIs.
- Experience in ISO 9001 or other quality-led environments.
- A second language (advantageous but not essential).
What We Offer
- 26 days’ holiday + bank holidays
- Flexible hybrid working and hours
- Company pension scheme
- Sick leave, parental leave, and compassionate leave
- Free on-site parking
- Personal development opportunities and system ownership
- A friendly, collaborative team culture
- Regular socials and company events
Customer Support & Systems Specialist employer: Cara Technology
Contact Detail:
Cara Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support & Systems Specialist
✨Tip Number 1
Familiarise yourself with HubSpot and WooCommerce, as these are key tools for the role. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering these platforms.
✨Tip Number 2
Showcase your problem-solving abilities by preparing examples of how you've resolved customer issues in the past. Be ready to discuss specific scenarios during the interview that highlight your technical support experience.
✨Tip Number 3
Research StudySmarter's customer support philosophy and values. Understanding our approach will help you align your answers with what we value in a Customer Support & Systems Specialist.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Support & Systems Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and technical roles. Emphasise your familiarity with tools like HubSpot, WooCommerce, and any other systems mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving skills and customer-focused approach. Mention specific examples of how you've improved processes or resolved customer issues in previous roles.
Highlight Technical Skills: Since the role requires strong IT literacy, be sure to list any technical skills you possess, such as experience with HTML/CSS, automation tools, or CRM systems. This will demonstrate your capability to handle the technical aspects of the job.
Show Enthusiasm for the Role: In your application, express genuine interest in the position and the company. Mention why you are excited about the opportunity to work in a hybrid environment and contribute to the team’s success.
How to prepare for a job interview at Cara Technology
✨Showcase Your Customer Support Skills
Be prepared to discuss your previous experience in customer support. Highlight specific examples where you successfully resolved customer issues, especially using platforms like HubSpot. This will demonstrate your ability to handle queries effectively.
✨Familiarise Yourself with WooCommerce and WordPress
Since the role involves managing a WooCommerce/WordPress site, brush up on your knowledge of these platforms. Be ready to talk about any relevant experience you have, such as managing product listings or troubleshooting technical issues.
✨Demonstrate Your Tech Savviness
The job requires a high level of IT literacy. Prepare to discuss your experience with CRM systems, automation tools, and any integrations you've worked on. Showing that you can navigate and improve tech systems will set you apart.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer scenarios or technical challenges. Think through some common issues related to customer support and be ready to explain your thought process and solutions.
