Customer Support Specialist in Wokingham

Each Person is a bespoke employee experience and benefits platform built to help organisations make employee appreciation simple, meaningful, and lasting. We bring rewards, recognition, wellbeing, and financial benefits together in one intuitive platform, helping HR leaders create workplaces where people feel valued, supported, and recognised.

We’re looking for a dedicated, detail-driven and customer-obsessed Customer Support Specialist to be the front line of how clients and their employees experience Each Person. This is a hands-on role for someone who combines sharp problem-solving with genuine care for people, taking ownership of enquiries from first contact through to resolution.

This is an exciting opportunity for someone who wants to make a tangible, day-to-day difference to the experience of our clients and their employees in a growing, people-focused business. You’ll be a core member of the operations team, responsible for:

• Handling live chat conversations, working through support tickets, resolving issues, processing reward orders and benefit requests.
• Ensuring every interaction leaves the customer feeling looked after.

What you’ll be doing:

• Manage and resolve inbound support queries across helpdesk tickets, live chat and phone calls working within agreed SLAs and aiming for high first-contact resolution.
• Deliver confident, friendly and accurate support to employees and HR admins, guiding them in real time.
• Own customer issues end-to-end — triage, investigate, resolve and follow up — keeping the customer informed at every stage.
• Process shop & reward orders, cashback requests and other benefit fulfilment tasks accurately and within turnaround targets.
• Support benefit processing workflows including eligibility checks, reward allocations, queued approvals and end-of-month reconciliations.
• Handle order management activities — tracking fulfilment, investigating failed or delayed orders, and working with the appropriate internal or fulfilment contacts to resolve issues.
• Escalate complex or recurring issues clearly to the appropriate team with full context and a recommended path forward.
• Maintain accurate case records in the helpdesk, building a knowledge base the wider team can rely on.
• Spot recurring themes across support queries and work with the operations team to drive systemic fixes that reduce inbound volume.
• Support with onboarding new clients and employees by guiding them through common platform questions, account setup and first orders.
• Support the operations team during peak moments (payday, enrolment windows, new client go-lives) to keep service levels strong.

What we’re looking for:

• Experience in customer support, helpdesk, service delivery or a similar customer-facing role.
• Excellent written communication, with the ability to explain things clearly, calmly and empathetically across chat, email and ticket responses.
• Confidence owning customer issues from first contact through to resolution.
• Strong organisational skills and the ability to manage a busy queue of tickets and chats without losing quality.
• A problem-solving mindset — comfortable investigating issues, pulling in the right people and seeing things through.
• Genuine care for the customer experience and an interest in helping people get the most out of their benefits.
• Comfort using support tools (helpdesk / CRM), chat platforms and internal order management systems.
• A proactive, hands-on approach and a willingness to take ownership.
• An interest in employee benefits, reward and recognition, or workplace wellbeing.

Nice to have:

• Experience working in SaaS, B2B, employee benefits, HR tech or a service-led environment.
• Familiarity with support SLAs, ticket prioritisation and case management best practice.
• Experience coordinating with third-party fulfilment providers or handling externally fulfilled customer orders.
• Comfort reporting on ticket trends, resolution times, satisfaction scores or contact reasons.
• Experience helping onboard new team members or contributing to support playbooks.

Why join Each Person?

At Each Person, people are at the heart of what we do — not just for our clients, but within our own team too. We’re building a business that is ambitious, people-first and genuinely enjoyable to be part of. This is a real opportunity to join a growing business where every interaction you handle directly shapes how clients and employees experience Each Person. You won’t just be answering tickets — you’ll be the reason our customers feel supported, heard and confident using the platform, and you’ll see the impact of your work every single day.

For a high performer, the growth path is real and visible: taking ownership of more complex support and operational workflows, leading more complex enquiry categories, and stepping into a team-lead or management role as we scale the support function. You’ll be joining a team that values respect, pragmatism, energy and collaboration, with genuine room to build a long-term career while owning meaningful work from day one.

What you’ll get:

• A hybrid role based in Wokingham, with 3 days per week on-site.
• The opportunity to become a key part of a growing customer support function where your impact is visible every day.
• A collaborative team environment with strong support from commercial, product and operations.
• A fast-paced, growing business with clear pathways into senior support, operations ownership and leadership.
• Competitive salary and benefits (level to be confirmed based on experience).