At a Glance
- Tasks: Be the first point of contact for clients and resolve their queries on a cutting-edge SaaS platform.
- Company: Join a fast-growing, founder-led SaaS business focused on SEO and AI-search visibility.
- Benefits: Gain valuable experience, work closely with founders, and enjoy clear growth opportunities.
- Other info: Work directly with the product team and help improve the platform based on customer feedback.
- Why this job: Shape your career in a dynamic environment while making a real impact on customer success.
- Qualifications: A degree with placement or up to a year in customer support; strong written communication skills.
The predicted salary is between 50000 - 60000 £ per year.
Entry-level customer support role, open to graduates and to those around a year into their career. Be the first point of contact for clients using a SaaS platform for SEO and AI-search visibility. Own queries and complaints end to end, rather than passing them up a chain. A placement year, an internship or a first job all count as relevant experience.
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 product is sold on subscription, so the quality of support a customer receives directly decides whether they stay. You are the first person they reach when something is not working, and the one who sees it through until it is. Most of the work happens in writing, across email and chat, with calls when an issue needs a proper conversation. You sit close to the founders and the product team, which means the problems you keep seeing actually get fixed rather than logged and forgotten. It suits someone curious, calm under pressure and quietly persistent... the sort of person who follows up without being reminded to.
Key Responsibilities
- Handle inbound customer queries across email and chat as the first point of contact
- Troubleshoot product issues and work them through to a clear resolution
- Manage complaints calmly from the first message to the final outcome
- Respond within agreed timeframes and keep customers updated while issues stay open
- Diagnose whether a problem is user error, a product bug or a gap in guidance
- Escalate genuine bugs to engineering with enough detail to be actionable
- Write and maintain help articles so common questions start answering themselves
- Support new customers through their first few weeks on the platform
- Spot patterns across tickets and flag recurring friction to the product team
- Watch for 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 customer
- Enough technical curiosity to work out why something is not behaving as expected
- Strong organisation... the ability to hold several open tickets without losing track of any
- 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, Webflow or Shopify
Why Apply
- Start your career in SaaS at a company small enough that your work is visible
- Work directly with the founders instead of several layers below them
- 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
- Join a fast-growing SaaS business while it is still early
- Package and benefits discussed openly at the first conversation
How to Apply
Send your CV to Brendan McCrory at , or connect with me on LinkedIn for an informal chat about the role first. Happy to talk it through before you decide whether to apply.
Customer Support Executive employer: Ocho
Join a dynamic and innovative digital consultancy that champions a remote-first work culture, offering exceptional benefits such as a competitive salary, generous annual leave, and a commitment to professional development. With a focus on quality and collaboration, you'll thrive in an environment that values your expertise and provides the autonomy to shape QA processes while working on complex, multi-component systems alongside a talented team in Northern Ireland.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like Ocho value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like Ocho a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with Ocho!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like Ocho.
We think you need these skills to ace Customer Support Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for Ocho!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at Ocho
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
