At a Glance
- Tasks: Provide top-notch support to UK and Ireland customers, ensuring they get the most from our software.
- Company: Join a small, global team making a real environmental impact through innovative software solutions.
- Benefits: Competitive hourly rate, remote-first work, and opportunities for professional growth.
- Other info: Flexible hours with a focus on work-life balance and meaningful contributions.
- Why this job: Be the face of customer success while helping communities manage their green spaces.
- Qualifications: 2+ years in customer-facing roles; great communication skills and quick software learning.
The predicted salary is between 35 - 40 £ per hour.
Rockstar is recruiting for a company that provides software solutions for urban forestry and asset management, helping communities manage trees and green spaces. They are a small, global team with a product that delivers real environmental impact. The company is seeking a UK-based customer success professional to be the primary support contact for their UK and Ireland customers.
About the Role
The person in this role is the day-to-day face of the company for UK and Ireland customers: the person who picks up the phone, resolves their tickets, gets them onboarded, and checks in to make sure they are getting value from the software platform. They also work the global support queue, triaging what comes in overnight from North America and the rest of the world and clearing the Tier 1 and straightforward Tier 2 tickets they can. UK customers are their focus and their phone line. The whole customer base is their queue.
This is a people-first role. They do not need to be a database expert; the Tier 2/3 team handles deep data work. They need to be great with customers, quick to learn software, and organised.
What You'll Do
- Frontline Support
- Own UK phone and email support during UK business hours and resolve Tier 1 tickets in Zendesk to agreed service levels.
- Triage the global queue each morning: resolve Tier 1 and straightforward Tier 2 tickets for any region, and route the rest with a clear write-up.
- Handle common configuration and how-to requests directly in the software platform's admin tools (users, fields and forms, layers, reports).
- Use the company's AI-assisted support tooling to draft responses, applying their own judgement before anything goes to a customer.
- Onboarding and Training
- Guide new UK customers from signed contract to confident daily use: kickoff, setup check-ins, and go-live support.
- Deliver onboarding, training, and refresher sessions, and support mobile application adoption with UK field teams.
- Coordinate with Professional Services on data imports and complex configurations, keeping the customer informed.
- Customer Success
- Hold regular check-ins with UK accounts, surface issues early, and share relevant new features.
- Track UK account health and renewal timelines, flag risk, and work renewals with the CS team and the company's UK reseller partner.
- Log meetings and account context in HubSpot, and coordinate on invoicing and past-due follow-up for UK accounts.
What You'll Need
- Must Have
- 2+ years in a customer-facing software role: support, customer success, onboarding, training, or account management.
- Confident on the phone and on camera, including with senior council staff. Plain-English explanations, calm under pressure.
- Quick to learn software and comfortable configuring a SaaS application through its admin settings; solid with spreadsheets.
- Experience with a ticketing or CRM system (Zendesk and HubSpot preferred).
- UK based, able to cover UK business hours with occasional overlap with the North American team, and set up as an independent contractor (sole trader or limited company).
- Nice to Have
- Background in arboriculture, urban forestry, local government, or environmental or asset management.
- Familiarity with GIS or spatial data (shapefiles, QGIS or ArcGIS, British National Grid).
- Any exposure to SQL, database tools, or data imports. A plus, not a requirement.
Engagement Details
- Structure: Independent contractor engagement, or employment through the company's UK employer-of-record partner, at approximately 35 to 40 hours per week, ongoing with an initial review period.
- Compensation: $26 to $32 USD per hour (approximately £19 to £24), set to be equivalent in total cost across either structure.
- Work style: Remote-first work with a small global team and a product that does real good in real communities.
Why Join Us
The company is an equal opportunity employer. They welcome applicants of all backgrounds.
Customer Success and Support Specialist employer: Rockstar
Join a passionate and dedicated team that is making a tangible difference in urban forestry and asset management. As a Customer Success and Support Specialist, you'll enjoy a supportive work culture that prioritises employee growth and development, with opportunities to engage directly with customers and contribute to meaningful environmental initiatives. With a remote-first approach and a commitment to diversity, this company offers a unique chance to be part of a global effort while enjoying the flexibility of working from home.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success and Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rockstar. 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 Rockstar 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 Success and Support Specialist
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 Rockstar:Your cover letter is your chance to shine! Tell us why you want to work at Rockstar 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 Rockstar!
How to prepare for a job interview at Rockstar
✨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.
