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- Tasks: Own customer tickets, providing fast, thoughtful support in a high-volume chat environment.
- Company: Join a high-growth HR tech start-up with a strong product and happy customers.
- Benefits: Enjoy unlimited holidays, top-notch healthcare, and a learning budget for personal growth.
- Why this job: Make a real impact by delivering exceptional customer experiences and solving complex issues.
- Qualifications: 2+ years in customer support, especially in live chat for B2B SaaS products.
- Other info: Remote-first culture with a supportive team and excellent career growth opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Hi 👋 I’m Emilia, Customer Support Team Lead here at Pinpoint. We’re a high-growth HR tech start-up building and selling software that helps in‑house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place—with a mature product, rapid growth, strong product‑market fit, and happy customers. Behind that success is a support team that treats every interaction as part of the product experience. We keep response times low (sub‑2‑minute first response on live chat) and customer satisfaction high. As more customers join Pinpoint, we’re adding a Senior Customer Support Specialist to help us maintain that standard.
This isn’t your average support role — and if your background is mostly phone‑queue, script‑driven, or “send a help‑center link” support, this won’t be the right fit. Our customers expect fast, human, thoughtful answers written conversationally and with real ownership. You’ll be working in a high‑volume, chat‑first environment (100+ tickets per week), where you’re expected to investigate issues, replicate bugs, understand how the platform works, and keep customers updated—not just pass tickets to another team. You’ll operate in a consultative model, asking smart questions, guiding customers through workflows, and handling multi‑step issues like mini‑projects. We don’t operate on Level 1/2 queues. You’ll own issues end‑to‑end, managing escalations thoughtfully and keeping customer context across multi‑day investigations. You should be technically curious, comfortable learning a deep SaaS product, and confident handling escalated or ambiguous cases end‑to‑end while staying calm under pressure. This is a remote role based in the UK, with a few optional in‑person team meetups each year. Our HQ is in Jersey, and our 80‑person team is spread across the UK and US. Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.
About the Role
- Own customer tickets via Intercom (live chat + email), averaging 100+ per week, ensuring fast, context‑aware responses.
- Respond to customers within 2 minutes on average via live chat—we move fast and pride ourselves on it.
- Maintain fast close times while delivering personal, tailored support (no copy/paste macros or robotic replies).
- Investigate technical issues, replicate bugs, and elevate effectively — partnering closely with Engineering when needed.
- Help clients understand and adopt new features as they’re released.
- Maintain our 98%+ positive CSAT rating.
- Contribute to internal documentation and process improvements.
- Stay composed and personable even when managing a high ticket load.
Tech stack: Intercom, Linear, Google Suite, Slack, HubSpot.
About You
- 2+ years of customer support experience in a live chat/email‑heavy role, supporting a B2B SaaS product.
- Experienced managing full ticket lifecycles — including escalations — and staying with an issue until resolution (not just handing off to Level 2/Engineering).
- Used to high‑volume environments (100+ tickets/week) and comfortable balancing live chat with deeper investigative work.
- Experience working in a startup or scale‑up environment — you’re used to ambiguity, wearing multiple hats, and figuring things out quickly.
- Clear, confident communicator — friendly but direct, able to simplify complex topics without losing accuracy.
- You write like a human: clear, conversational, empathetic (no templates, no jargon, no robotic tone). Your personality shows in your writing.
- Technically curious and resourceful — comfortable digging into how things work, investigating odd behavior, reproducing issues, and partnering with engineering when needed (You don’t need to code, but you should enjoy figuring things out.).
- Highly organized, proactive, and able to prioritize in a fast‑moving environment; you never lose track of an active ticket.
- Product‑minded — able to translate vague user language into product behaviors, workflows, and root causes.
- Based in the UK with work authorization.
Huge bonus if you:
- Have experience troubleshooting integrations (HRIS, calendar, SSO, job boards).
- Are familiar with APIs, webhooks, CSS, or basic JSON concepts.
- Have partnered closely with Product or Engineering.
- Have experience contributing to QA, testing, or internal documentation.
- Enjoy digging into the technical “why,” not just the “how to fix it.”
What We Offer
- Gold‑plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered.
- Unlimited holidays – Work‑life balance matters. Take the time you need to rest, recharge, and enjoy life.
- Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well‑being comes first.
- Retirement matching – A competitive plan to help you hit your long‑term financial goals.
- Remote‑first culture – Work where you're most productive. As a remote‑first team, we prioritize flexibility and trust.
- Meaningful equity – You’re helping build something special, and you should share in its success.
- Generous parental leave – Up to 16 weeks of fully paid leave to support new parents.
- Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth.
- Top‑of‑the‑line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work.
- A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow.
A detailed overview of our benefits can be found here.
Senior Customer Support Specialist employer: Pinpoint
Contact Detail:
Pinpoint Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Specialist
✨Tip Number 1
Get to know the company inside out! Research Pinpoint's products, values, and customer support approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your live chat skills! Since this role is all about quick, thoughtful responses, try simulating chat scenarios with friends or family. The more comfortable you are, the better you'll perform during the interview.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss past experiences where you tackled complex customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ownership of challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join our awesome team at Pinpoint.
We think you need these skills to ace Senior Customer Support Specialist
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to use a conversational tone and show us how you communicate naturally.
Tailor Your Application: Make sure to customise your application for the Senior Customer Support Specialist role. Highlight your relevant experience in high-volume environments and your ability to handle tickets end-to-end, as this is what we’re really looking for!
Show Your Curiosity: We love candidates who are technically curious! In your application, mention any experiences where you’ve dug into issues or learned new tools. This will show us that you’re ready to tackle the challenges of our SaaS product.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Pinpoint
✨Know the Product Inside Out
Before your interview, take the time to understand Pinpoint's software and how it helps recruitment teams. Familiarise yourself with common issues users might face and think about how you would address them. This will show your technical curiosity and readiness to engage with customers effectively.
✨Demonstrate Your Communication Skills
Since this role requires clear and empathetic communication, practice articulating your thoughts in a friendly yet direct manner. Use examples from your past experiences where you simplified complex topics for customers, showcasing your ability to write conversationally without jargon.
✨Prepare for High-Volume Scenarios
Given the fast-paced environment at Pinpoint, be ready to discuss how you manage multiple tickets simultaneously. Think of specific strategies you've used to stay organised and prioritise tasks, especially when dealing with escalations or complex issues.
✨Show Your Problem-Solving Skills
Be prepared to walk through a technical issue you've resolved in the past. Highlight your investigative process, how you replicated the problem, and the steps you took to find a solution. This will demonstrate your resourcefulness and ability to handle ambiguity.