At a Glance
- Tasks: Be the first point of contact for clients and lead a small support team.
- Company: Fast-growing SaaS business focused on SEO and AI-search visibility.
- Benefits: Remote work, office space option, and clear career growth opportunities.
- Other info: Opportunity to solve real problems and learn about innovative products.
- Why this job: Shape your career in a dynamic environment with direct founder interaction.
- Qualifications: Degree or customer-facing experience, strong communication, and technical curiosity.
The predicted salary is between 25650 - 31350 £ per year.
Entry-level customer support role, open to graduates and to those around a year into their career. Remote, with the option of office space in Belfast city centre if you'd rather work alongside a team.
Be the first point of contact for clients using a SaaS platform for SEO and AI-search visibility. Lead a small offshore support team and shape how it operates. Report directly to a founder, with the independence and ownership that comes with it.
About the Company
My client is a fast-growing SaaS business whose platform helps companies grow their search visibility on auto-pilot, covering both traditional SEO and the newer problem of being found inside AI tools such as ChatGPT. The product spans site audits, keyword research and tracking, content generation, competitor analytics and backlink building, and integrates with the website platforms and frameworks its customers already use. This is a young, founder-led company growing quickly, which means the people who join early get to shape how things are done.
The Role
You are the first point of contact for clients, from their first days on the platform through to the questions that come up months later. A good part of the role is helping new clients embed the product into how they already work, so they see real value early and stay for the long run. This is a support-led position rather than an account-management one, so most of your time goes on answering questions and resolving issues rather than sitting in client meetings. The bulk of the work happens in writing, across email and chat, with calls when something needs a proper conversation. Alongside that you lead a small offshore support team, setting the standard for how quickly and how well clients are looked after. The role is remote, with the option of office space in Belfast city centre for anyone who wants it, and you report to one of the founders and work closely with engineering, giving you a direct line to the people who can act on what you learn from clients.
Key Responsibilities
- Handle inbound client queries across email and chat as the first point of contact.
- Resolve billing, refund and cancellation queries calmly and clearly.
- Respond within agreed timeframes and keep clients updated while issues stay open.
- Set priorities, quality standards and working processes for two support colleagues based overseas.
- Diagnose whether a problem is user error, a product bug or a gap in guidance.
- Build setup guides and ready-made fixes so the same questions stop arriving.
- Escalate recurring issues to engineering with the evidence and a suggested fix.
- Support new clients through their first few weeks and smooth out where they get stuck.
- Monitor accounts going quiet or repeatedly frustrated, and step in to keep them.
What You'll Need
Essential:
- Either a completed degree that included a placement or internship year, or up to around a year in a customer-facing or support role.
- Clear, confident written communication... most of this role happens in writing.
- Real composure when dealing with a frustrated client.
- Enough technical curiosity to work out why something is not behaving as expected.
- Strong organisation... the ability to hold several open tickets and keep others on track too.
- Right to work in the UK.
Desirable / Nice to Have:
- Any exposure to SaaS, digital marketing, SEO or agency work.
- Familiarity with a helpdesk or CRM tool such as Intercom, Zendesk or HubSpot.
- Comfort with a CMS such as WordPress, Wix or Shopify.
Why Apply?
- Start your career in SaaS at a company small enough that your work is visible.
- Take charge of a small team far earlier than most first roles allow.
- Report to a founder rather than working several layers below one.
- Remote working, with the option of office space in Belfast city centre if you want it.
- Solve problems properly rather than reading from a script.
- Learn a real product in depth, from site audits to keyword tracking and integrations.
- Clear scope to grow into customer success, account management or product support as the business scales.
Benefits:
Work From Home
Graduate Customer Support TLNT1_NI in Belfast employer: IrishJobs
As a Waste Resource Team Leader with our esteemed local authority client, you will be part of a dedicated team committed to enhancing community sustainability and environmental responsibility. Our organisation fosters a supportive work culture that prioritises employee development, offering training opportunities and a clear path for career progression. With competitive remuneration, including pension and holiday pay, along with the chance to make a meaningful impact in your community, this role is an excellent opportunity for those seeking rewarding employment in the public sector.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Customer Support TLNT1_NI in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IrishJobs. 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 IrishJobs 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 Graduate Customer Support TLNT1_NI in Belfast
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 IrishJobs:Your cover letter is your chance to shine! Tell us why you want to work at IrishJobs 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 IrishJobs!
How to prepare for a job interview at IrishJobs
✨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.
