At a Glance
- Tasks: Support customers via email, troubleshoot issues, and improve our help content.
- Company: Join a leading remote team at Resource Guru, trusted by top brands worldwide.
- Benefits: Enjoy a competitive salary, stock options, flexible hours, and 30 days paid holiday.
- Other info: Work remotely with a friendly team and enjoy opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers and enhancing their experience with our product.
- Qualifications: 1-3 years in online customer support, excellent communication skills, and a passion for tech.
The predicted salary is between 30000 - 35000 £ per year.
Type: Full time
Salary: 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.
The role
We’re looking for a Customer Support Specialist to join our team. 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.
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
- Responding to customer questions
- Help customers with day-to-day support questions, including product usage, account setup, billing enquiries, troubleshooting and general queries.
- Troubleshooting problems
- Investigate customer issues carefully and methodically.
- Working with the wider team
- Work closely with Dana and the wider Resource Guru team to understand customer questions, resolve issues, and make sure useful feedback is shared with Product and Engineering.
- Improving our help content
- Help keep the Help Centre useful and up to date.
- Using our support tools
- Use tools such as Front, Recurly, Customer.io, HubSpot and other internal systems to manage customer conversations.
- Helping customers feel looked after
- A big part of this role is making sure customers feel heard, understood and helped.
What We’re Looking For
Essential experience- 1-3 years’ experience in online customer support, ideally for a B2B SaaS or similar software company
- Excellent written and spoken English
- A calm, patient and empathetic approach to helping customers
- Good attention to detail
- A practical approach to troubleshooting and problem-solving
- Confidence learning new software tools
- Some familiarity with basic technical concepts
- The ability to work independently in a remote team
- A collaborative and conscientious attitude
- Comfort with asynchronous communication
- Supporting a SaaS product
- Helping customers with billing, subscriptions or invoices
- Writing Help Centre articles or customer-facing guides
- Using support tools such as Front, Intercom, Zendesk, HubSpot or similar
- Working in a fully remote team
- Recording short customer help videos or walkthroughs
- Supporting customers across multiple time zones
- Comfortable using AI tools to improve the quality and efficiency of your work
Working Hours
This is a remote role, for people based in either the UK or Canada (Atlantic Time Zone only). You’ll also need regular overlap with the UK team for training, collaboration and handovers.
Our Hiring Process
- Meet with Imogen (Talent/People Ops): 25-30m video call.
- Meet with Dana (Customer Support): 60m video call.
- Meet with Percy (cofounder): 30m video call.
- Reference checks
- Offer!
What We’re Offering
- A great salary
- Stock options
- Work from anywhere you like
- 30 days paid holiday + Dec 24 - Jan 1 company holiday
- Birthday off + house move day off
- Flexible hours
- Annual training and conference allowance - £3,000
- A home office equipment contribution upon joining - £1,000
- Budget to visit local or international colleagues
- Monthly health & wellbeing contribution - £100
- Pension contribution
- International travel - We host Guru Gatherings where we all get a chance to see each other.
Customer Support Specialist (£30-35K/CAD$48K - 57K base, Remote, Share Options) in London 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 Customer Support Specialist (£30-35K/CAD$48K - 57K base, Remote, Share Options) in London
✨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 Customer Support Specialist (£30-35K/CAD$48K - 57K base, Remote, Share Options) in London
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.
