At a Glance
- Tasks: Help customers with support questions and improve their experience with Resource Guru.
- Company: Join a leading remote team at Resource Guru, trusted by top brands worldwide.
- Benefits: Competitive salary, share options, and a healthy work/life balance.
- Other info: Collaborate with a small team across the UK and Europe.
- Why this job: Develop your skills in a friendly, remote-first environment while making a real impact.
- Qualifications: Experience in SaaS or online customer support is a plus.
The predicted salary is between 30000 - 35000 £ per year.
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.
⭐️ 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. In your first few months, you'll get to know Resource Guru inside out - how customers use the product, what common questions come up, and how to guide people towards the right answer.
- Responding to customer questions. Help customers with day-to-day support questions, including product usage.
Remote Customer Support Specialist (£30-35K/CAD$48K - 57K base, Remote, Share Options) in Edinburgh employer: Resource Guru
Resource Guru is an exceptional employer that prioritises a healthy work/life balance while fostering a collaborative and supportive remote work culture. With generous benefits including stock options, flexible hours, and a commitment to employee growth through training allowances, we empower our team members to thrive both personally and professionally. Join us in a role where your contributions directly enhance customer experiences and help shape the future of our innovative scheduling tool.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Support Specialist (£30-35K/CAD$48K - 57K base, Remote, Share Options) in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Resource Guru. 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 Resource Guru 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 Remote Customer Support Specialist (£30-35K/CAD$48K - 57K base, Remote, Share Options) in Edinburgh
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 Resource Guru:Your cover letter is your chance to shine! Tell us why you want to work at Resource Guru 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 Resource Guru!
How to prepare for a job interview at Resource Guru
✨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.
