At a Glance
- Tasks: Help customers with support questions and troubleshoot issues via email.
- Company: Join a leading remote team at Resource Guru, a top scheduling tool.
- Benefits: Competitive salary, stock options, flexible hours, and 30 days paid holiday.
- Other info: Work remotely with a collaborative team and enjoy international travel opportunities.
- Why this job: Make a real impact by enhancing customer experiences in a friendly environment.
- Qualifications: 1-3 years in online customer support, excellent communication skills, and a problem-solving mindset.
The predicted salary is between 30000 - 35000 £ per year.
Type: Full time
Salary: Location-dependent (UK: £30,000–£35,000 GBP / Canada: CAD $48,000–$57,000) + share options
Location: UK or Canada (Atlantic Time Zone only)
Meet The Guru
Resource Guru is a blissfully simple scheduling tool that helps busy teams stay on track. We boost efficiency, improve resource utilisation, and increase project profitability - while promoting a healthy work/life balance. We’re proud to be one of the leaders in our category, trusted by customers in over 100 countries - including top creative agencies like Publicis, TBWA, Grey, BBH, and M&C Saatchi, as well as household names like NASA, Accenture, CNN, Kraft Heinz, and the NHS. They rely on Resource Guru to manage one of their most valuable assets - their people’s time.
We’re a small, fully remote team based across the UK and Europe. We collaborate mainly via Slack, with occasional meetups to connect, plan, and celebrate. See if this is the right place for you.
The role
We’re looking for a Customer Support Specialist to join our team. As more teams use Resource Guru and as we continue to support larger, more complex customers we want to make sure every customer receives fast, clear, thoughtful and genuinely helpful support. This role is primarily about helping customers by email, understanding their questions, troubleshooting issues, and making sure they get the best possible experience from Resource Guru.
You’ll work closely with Dana, our Senior Customer Support Specialist, and collaborate with our product and engineering teams when customer questions, bugs or feature requests need to be investigated further. We see Customer Support as a core part of building a great product, so you’ll work closely with the rest of the team to help improve Resource Guru, not just answer support tickets.
This is a great role for someone with some experience in SaaS or online customer support who wants to keep developing their technical, communication and customer-facing skills in a friendly, remote-first team.
What You’ll Be Doing
- Learning Resource Guru inside out
- Responding to customer questions
- Troubleshooting problems
- Working with the wider team
- Improving our help content
- Using our support tools
- Helping customers feel looked after
What We’re Looking For
- 1-3 years’ experience in online customer support, ideally for a B2B SaaS or similar software company
- Excellent written and spoken English and the ability to explain things clearly, simply and warmly
- A calm, patient and empathetic approach to helping customers
- Good attention to detail, especially when dealing with billing, account or technical questions
- A practical approach to troubleshooting and problem-solving
- A confidence learning new software tools and understanding how web-based products work
- Some familiarity with basic technical concepts such as browsers, cache, cookies, internet connection issues and permissions
- The ability to work independently in a remote team and manage your time well
- A collaborative and conscientious attitude and willingness to share useful customer feedback with product, engineering and the wider team
- Comfort with asynchronous communication and keeping written conversations clear, concise and on track
- You don’t need to be a developer, but you should be curious about technology and comfortable investigating how things work.
Bonus (not required)
- It would be a bonus if you have experience with any of the following:
- Supporting a SaaS product
- Helping customers with billing, subscriptions or invoices
- Writing Help Centre articles or customer-facing guides
- Using support tools such as Front, Intercom, Zendesk, HubSpot or similar
- Working in a fully remote team
- Recording short customer help videos or walkthroughs
- Supporting customers across multiple time zones, especially APAC-friendly hours
- Comfortable using AI tools to improve the quality and efficiency of your work
Working Hours
This is a remote role, for people based in either the UK or Canada (Atlantic Time Zone only). You’ll also need regular overlap with the UK team for training, collaboration and handovers. The exact working pattern will depend on your location and the coverage we agree, but you should be clear in your application about where you’re based and what working hours you would expect to keep.
Our Hiring Process
- Meet with Imogen (Talent/People Ops): 25-30m video call. Imogen will tell you a bit more about what it’s like to be on Team Guru. Please come prepared with any questions about our ways of working or team structure.
- Meet with Dana (Customer Support): 60m video call. Dana will talk with you about your previous support experience, your communication style, your technical troubleshooting skills, and any experience you have with billing or invoice-related enquiries.
- Meet with Percy (cofounder): 30m video call. This will follow a typical interview format with an opportunity for you to ask questions and learn more about the role.
- Reference checks
- Offer!
What We’re Offering
- A great salary
- Stock options
- Work from anywhere you like - co-working space will be provided if necessary
- 30 days paid holiday + Dec 24 - Jan 1 company holiday
- Birthday off + house move day off
- Flexible hours
- Annual training and conference allowance - £3,000
- A home office equipment contribution upon joining (then every 3 years) - £1,000
- Budget to visit local or international colleagues
- Monthly health & wellbeing contribution - to be used as you see fit - £100
- Pension contribution
- International travel - We host Guru Gatherings where we all get a chance to see each other in HD. Past locations have included Budapest, Dublin, London, Barcelona and Cape Town.
Customer Support Specialist Resource Guru Competitive Greater London designer dev +28 Senior → employer: MateCareer
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist Resource Guru Competitive Greater London designer dev +28 Senior →
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MateCareer. 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 MateCareer 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 Customer Support Specialist Resource Guru Competitive Greater London designer dev +28 Senior →
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 MateCareer:Your cover letter is your chance to shine! Tell us why you want to work at MateCareer 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 MateCareer!
How to prepare for a job interview at MateCareer
✨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.
