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- Tasks: Support clients by resolving issues and improving product quality through user feedback.
- Company: Join Pulsar, a market-leading tech company in London with an innovative approach.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Collaborate with diverse teams and enjoy a rewarding career in tech.
- Why this job: Make a real impact by helping clients and enhancing their experience with our products.
- Qualifications: Exceptional customer service skills and a passion for problem-solving.
The predicted salary is between 35000 - 45000 £ per year.
Join a fantastic team in a rewarding and varied Product role for a market-leading tech company based in London! We are seeking a highly motivated and product-savvy Product Support Specialist to join the Product team at Pulsar. This critical role oversees all aspects of client service, ensuring continuous and authoritative support for all our clients and stakeholders.
You will be instrumental in driving product quality and user engagement by analysing user issues at scale and championing their timely resolution. The ideal candidate will be resourceful, patient, and possess exceptional customer service skills, with a genuine passion for efficiently resolving user queries. Your ability to measurably improve the product team's issue-resolution capabilities is key to this role. You must love helping people!
A significant part of this role involves strong internal and external engagement across various teams, including Product, Sales, Customer Success, and Engineering. Therefore, excellent alignment, communication, and prioritisation skills are essential for managing different personalities and competing priorities.
Key Responsibilities and Focus Areas:- Client Support & Ownership
- Own the end-to-end support experience for Pulsar clients, ensuring issues are resolved quickly and clearly while maintaining a high standard of service.
- Act as a trusted advisor to clients by diagnosing problems, explaining platform behaviour, and providing practical workarounds or alternative approaches when needed.
- Partner with Sales and Customer Success teams to support client meetings, deliver product training, and ensure clients are getting maximum value from the platform.
- Advocate for the client internally by clearly communicating issues, blockers, and opportunities for improvement.
- Product Quality & Improvement
- Analyse support tickets, platform data, and user feedback to identify trends, recurring issues, and areas where the product experience can be improved.
- Work with Product and Engineering teams to prioritise issues that impact client experience and platform reliability.
- Translate user feedback into clear insights that help shape product direction and improve overall platform quality.
- Share structured feedback with internal teams, highlighting patterns in user behaviour, feature requests, and opportunities to improve usability.
- Collaborate closely with Product and Engineering to ensure client insights meaningfully inform product development.
- Process & Knowledge Management
- Continuously improve support workflows and internal processes to increase efficiency and reduce client friction.
- Proactively identify ways to reduce contact rates through better documentation, clearer workflows, and product improvements.
- Maintain strong communication across Product, Engineering, Sales, and Customer Success teams to ensure alignment on issues and updates.
- Keep internal teams informed about platform releases, feature updates, and known issues.
- Maintain and expand Pulsar’s knowledge base by creating and improving help articles, guides, videos, and tutorials.
Pulsar Group is an AIM-listed innovator, pioneering an audience-first approach to the marketing, communications and media industries. Our SaaS products and services help thousands of organisations—from leading consumer brands and blue-chip enterprises to marketing agencies and public sector organisations—understand their audiences and stay relevant in an increasingly noisy world.
Product Support (EMEA) in London employer: Pulsar Group
Contact Detail:
Pulsar Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support (EMEA) in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Pulsar on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding Pulsar's products inside out. Dive into their platform, explore user feedback, and think about how you can contribute to improving client experiences.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've resolved customer issues in the past, and highlight your ability to communicate effectively with different teams.
✨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 genuinely interested in joining the Pulsar team.
We think you need these skills to ace Product Support (EMEA) in London
Some tips for your application 🫡
Show Your Passion for Product Support: When writing your application, let us see your enthusiasm for helping others! Share examples of how you've resolved user queries in the past and why you love being a trusted advisor. We want to know what drives you!
Tailor Your Application: Make sure to customise your application to highlight your skills that align with the role. Mention your experience with client support, communication, and collaboration with different teams. This will show us you're the perfect fit for our Product Support team!
Be Clear and Concise: We appreciate clarity! When describing your experiences, keep it straightforward and to the point. Use bullet points if necessary to make your achievements stand out. We want to quickly understand how you can contribute to our team.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our fantastic team at Pulsar!
How to prepare for a job interview at Pulsar Group
✨Know the Product Inside Out
Before your interview, make sure you thoroughly understand Pulsar's products and services. Familiarise yourself with their features, benefits, and any recent updates. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your patience, resourcefulness, and ability to communicate clearly. This is crucial for a Product Support Specialist, so be ready to demonstrate how you can advocate for clients effectively.
✨Engage with the Team Dynamics
Since this role involves collaboration across various teams, think about how you can illustrate your teamwork skills. Be prepared to discuss how you've worked with different departments in the past and how you prioritised tasks when faced with competing demands.
✨Analyse and Improve
Pulsar values continuous improvement, so come prepared with ideas on how to enhance support workflows or product quality. Think about trends you've noticed in user feedback and how you would approach translating that into actionable insights for the team.