Product Support Specialist Customer Experience · London ·

Department: Customer Experience

Basis: Full-time, permanent

Location: Canary Wharf, London - WeWork

Reporting to: Customer Experience Lead

About Onetrace 🚀 Great products start with great people. Our relentless focus on user experience has been the cornerstone of our growth, helping us become the market‑leading software for fire protection subcontractors across the UK. We’ve grown by staying obsessed with building software that actually works for the subcontractors on the ground; fast, intuitive, and simple to use. We’re growing rapidly — recognised as one of the fastest‑growing companies in the UK, and the fastest‑growing construction company in London. We’re bootstrapped, profitable, and driven by a clear mission: to become a leading ConTech player — taking Onetrace into new trades and new markets globally.

Our approach 🌱 At Onetrace, customer experience sits at the heart of how we grow. We believe providing thoughtful, reliable service to our customers is just as important as building a great product, and we take real pride in the relationships we build along the way. We’re a growing team at an exciting stage of scale, expanding into new trades and working towards our ambition of transforming the construction industry one trade at a time. As we grow, our customers remain our north star, and every decision we make is grounded in helping them succeed. Customer Experience at Onetrace is a collaborative effort built across four key pillars: Implementation, Onboarding & Training, Product Support and Customer Success. These teams work closely together, and with our customers, to ensure every touchpoint is seamless, supportive, and genuinely valuable. If you’re motivated by impact, collaboration, and putting customers first, this role will be right for you.

About the role 📝 We’re looking for a Product Support Specialist to come onboard and play a key role in how our customers experience the platform. You’ll be at the heart of our customer experience, supporting subcontractors across the construction industry as they use Onetrace to manage everything from compliance to workforce operations. Your role will be to help customers succeed day to day by solving problems, sharing knowledge, and making sure every interaction is thoughtful, clear, and impactful. We believe great products are built by great people and supported by exceptional teams. As a Product Support Specialist, you’ll work closely with customers, Product, and internal teams to surface feedback, influence improvements, and help shape how we scale support as the business grows.

What you’ll do 💡

• Be the voice of Onetrace for our customers, building strong relationships across email, chat, and phone while delivering fast, thoughtful, and human support at every touchpoint.
• Become a product expert, developing a deep understanding of Onetrace’s platform, common customer challenges, and real‑world use cases — and owning issues end‑to‑end through to resolution.
• Proactively identify customer needs, troubleshoot issues, recommend solutions, and confidently escalate complex cases to ensure nothing falls through the cracks.
• Champion the voice of the customer by capturing insights, bugs, and feedback, working closely with Product, Engineering, and Commercial teams, and participating in team meetings to ensure customer feedback informs product development, workflows, and sprint prioritisation.
• Continuously improve how we support customers by maintaining and evolving macros, workflows, and processes, while identifying opportunities to elevate the customer experience, drive growth, and meet operational KPIs.
• Keep customer records accurate and up to date in Intercom, ensuring visibility across teams and seamless collaboration.
• Act as a key point of contact in the absence of the Customer Success team, providing support as needed.

Who you are 🎯

Essential

• Background in supporting customers in a SaaS environment, with confidence using help desk and remote support tools like Intercom to manage conversations end to end.
• Experience in omnichannel customer support, including live chat, email, and phone, is highly valued — while this role is primarily focused on live chat, exposure to multiple support channels will be beneficial as we continue to scale and expand our support offering.
• Strong product and technical aptitude, with the ability to understand SaaS platforms, troubleshoot issues, and quickly get up to speed as the product evolves.
• A strong customer advocate, with the ability to take ownership of issues end‑to‑end, communicating complex or difficult outcomes clearly, and driving positive CSAT results.
• Ability to translate complex or technical concepts into clear, simple language that customers and internal teams can easily understand.
• Ability to consistently deliver high‑quality customer support, combining professionalism, clarity and empathy, while resolving challenging cases and issues accurately and within agreed SLAs.
• Naturally curious, resourceful, and collaborative — you love learning how things work, solving real problems for people, and sharing customer insights with Product, Design, and Customer Success.

Desirable

• Experienced in identifying opportunities to add value for customers, including upsell and cross‑sell, and ensure they reach the right team, all while providing exceptional product support.

What we offer ⭐

• 25 days PTO, plus bank holidays.
• Enhanced parental leave.
• Private medical insurance with Bupa.
• NEST pension scheme.
• Employee assistance programme.
• Remote work abroad opportunities.
• Apple MacBook and tech accessories.
• Onetrace merch, regular team socials and annual company off‑sites.

Diversity 🫶 Onetrace is committed to diversity in the workplace and is proud to be an equal opportunity employer. If you require a reasonable adjustment, please contact us. All information will be kept confidential and will only be used for applying a reasonable adjustment.

Hybrid guidelines 🚆 We operate a hybrid working model, with a minimum expectation of 2 days per week in the office. This is a core part of how the role works and isn’t something we’re flexible on. Whilst we’re open to conversations about flexibility and individual circumstances, we also want to be realistic about sustainability. Regular long commutes are unlikely to be workable long term, so this will be taken into consideration during the application process.

🐶 Please note that our office is a dog‑friendly environment. Candidates should be aware that dogs are present in the workplace, which may include shared spaces. If you have allergies or concerns, please let us know in advance.