At a Glance
- Tasks: Support customers using the Arlo platform, resolving issues and providing expert guidance.
- Company: Join a world-leading SaaS company revolutionising professional training.
- Benefits: Enjoy a supportive team, growth opportunities, and a fast-paced work environment.
- Other info: Be part of a dynamic team focused on innovation and continuous improvement.
- Why this job: Make a real impact by helping customers succeed and improving their experience.
- Qualifications: 1+ years in customer support, strong problem-solving skills, and a proactive mindset.
The predicted salary is between 40000 - 45000 £ per year.
Welcome to the Product Support Specialist Role. This is a key customer-facing role reporting to the Senior CX Manager (UK) where you will support customers in successfully using the Arlo platform.
As a Product Support Specialist, you will be the first point of contact for customers — resolving issues, providing expert guidance, and ensuring they can maximise the value of the product. You’ll bridge the gap between customers, product, and engineering teams, helping resolve challenges while contributing insights that improve the product and support experience.
This role is ideal for someone who enjoys problem-solving, building product expertise, and delivering high-quality customer support in a fast-paced SaaS environment.
What You’ll Be Doing (Your Impact)
- Customer Support & Issue Resolution: Handle customer enquiries, troubleshoot issues, and provide timely, accurate solutions.
- Product Expertise & Enablement: Act as a product expert, guiding customers and supporting training and knowledge sharing.
- Customer Experience Improvement: Maintain and improve support documentation, FAQs, and self-service resources.
- Collaboration: Work closely with Product, Engineering, and Customer Success teams to resolve issues and improve outcomes.
- Customer Insights: Share feedback and identify trends in customer issues to influence product improvements.
- Process Improvement: Identify and support improvements to support workflows, response times, and efficiency.
What You’ll Bring (Your Expertise)
At Arlo, you’ll find a supportive team that trusts you to make an impact, gives you the freedom to grow, and the space to do your best work. We value clarity, grit, ownership, and curiosity, and we’re not afraid to challenge ideas to reach the best outcome. We work hard, move fast, and celebrate wins together.
Experience
- 1+ years in a customer support or similar role in SaaS/technology.
- Experience troubleshooting product or technical issues.
- Experience delivering end-user training or customer guidance.
- Experience with ticketing systems (e.g. Zendesk) is a bonus.
Skills
- Strong problem-solving and analytical skills.
- Ability to manage multiple tasks and priorities effectively.
- Excellent written and verbal communication skills.
- Comfortable working in a fast-paced, scale-up environment.
- Results-driven with a proactive mindset.
- HTML, CSS, or JavaScript troubleshooting is a bonus.
Capabilities
- Customer-focused with a strong commitment to service.
- Empathetic and able to build trust with customers.
- Proactive and solution-oriented.
- Collaborative team player across functions.
- Strong initiative and willingness to learn.
- Knowledge sharing mindset and continuous improvement focus.
A bit about us
Arlo is a world-leading SaaS company on a mission to revolutionise professional training. With customers in over 70 countries, over 7.5M people trained, and $3B in course transactions, Arlo is loved by thousands of trainers and millions of learners worldwide. Arlo’s all-in-one training management platform handles everything from course creation and scheduling to delivery and operations.
We believe human connection is at the heart of great learning. By blending that philosophy with the latest in AI and e-learning technology, Arlo helps training providers save time, grow revenue, and deliver exceptional learning at scale.
Here, you’ll find a supportive team that trusts you to make an impact, gives you the freedom to grow, and the space to do your best work. We value clarity, ownership, and curiosity, and we’re not afraid to challenge ideas to reach the best outcome. We work hard, move fast, and celebrate wins together.
This role is a key part of Arlo’s next phase of growth. Global expansion, deepening our AI capabilities, and empowering a passionate community of training professionals shaping the future of learning. Ready to become a product expert and help customers succeed? If you enjoy solving problems, supporting customers, and building deep product knowledge, apply now with your CV. Applications will be reviewed on a rolling basis.
Product Support Specialist in London employer: Arlo Training Management Software
At Arlo, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Product Support Specialist, you will be part of a supportive team that values your contributions and encourages personal growth, all while working in a fast-paced SaaS environment. With opportunities for professional development and a commitment to celebrating successes together, Arlo is the perfect place for those looking to make a meaningful impact in the world of training management.
Contact Details:
Arlo Training Management Software Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arlo Training Management Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arlo Training Management Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arlo Training Management Software:Your cover letter is your chance to shine! Tell us why you want to work at Arlo Training Management Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arlo Training Management Software!
How to prepare for a job interview at Arlo Training Management Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
