At a Glance
- Tasks: Assist clients with software and hardware support, ensuring top-notch customer service.
- Company: Join Spektrix, a dynamic team revolutionising the arts and technology sector.
- Benefits: Enjoy flexible working, 35 days paid leave, and a supportive learning environment.
- Other info: Remote-first approach with occasional travel between London and Manchester.
- Why this job: Make a real impact in the arts while developing your skills in a collaborative culture.
- Qualifications: Strong communication skills and a passion for tech; experience in customer service is a plus.
The predicted salary is between 24500 - 29000 £ per year.
Application Deadline: 15 May 2026
Department: Client Success
Employment Type: Full Time
Location: London or Manchester, UK
Reporting To: Client Success Team Manager
Compensation: £28,500 - £34,000 / year
Description
Team: Client Success
Location: London or Manchester, UK
Flexible working: We ask that team members commit 10-20% of their time to be in‑office, flexible to them.
Hours/Status: Full‑time, 37.5 hours a week (flexible hours and working options welcomed – please state this in your application).
Regular hours are usually 9am-5pm or 10am-6pm, Monday‑Friday.
Out‑of‑hours work is required on a rota basis, 9am‑9pm Monday‑Sunday.
Salary: £28,500 - £34,000 annually, based on location and experience.
The Role
We’re looking for someone who is excited by the chance to change the way that people in the arts and entertainment sector use data and software – for the better. You’ll be navigating incoming client calls and emails, solving problems and finding bespoke and best‑practice solutions to help clients get the most out of their data and the Spektrix CRM. You will be part of a delivery team who together hold the accountability of managing the success of our clients – specifically through responding to support tickets and calls, prioritising effectively to ensure clients get the very best service and outcomes.
Support Analysts help Spektrix clients to find solutions to problems, analyse their data, and turn their ideas into practice with tools the system provides. We love our system and want our users to love it too. Your job is to get them there and keep them there by putting the Spektrix tools to their best use and thinking about data‑oriented, smart, and innovative solutions.
Key Responsibilities
Your accountabilities:
Ensuring that through every touchpoint you have with our clients, the highest levels of customer service and satisfaction are delivered and seen through to completion in a timely manner.
Ensuring you see every interaction you have with our clients as an opportunity to develop best practice and impact their success.
Setting our clients up for long‑term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth to do this.
Proactively sharing and escalating any feedback, concerns, or suggestions for improvement effectively, in order to contribute to continuous improvement of our solution and service.
What your day‑to‑day would look like:
Working within a Delivery Team as a first line contact for clients, for their software and hardware support needs on the phone and over email.
Guiding clients through putting their ideas into action. That could be talking through how to segment customer data for a mailing or teaching someone how to set up a promotional offer.
Having confident conversations with clients about what our solution offers, why we do things the way we do and, in some cases, why not.
Owning relationships with a subset of clients to ensure advocacy through maximising the full Spektrix solution.
Identifying opportunities for feature adoption and long‑term, consultative projects, and feeding these into the team’s priorities.
Collaborating with relevant team members and wider specialists across the company to enable you to deliver on your accountabilities, even when our solution doesn’t have exactly what the client is asking for.
Helping our clients analyse and report on their valuable data.
Troubleshooting software and hardware issues and identifying the best ways to solve them.
Offering technical support with some of the hardware associated with using the system, such as ticket printers, pin pads, and scanners.
Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
Helping to maintain system documentation and identify when guides and resources need to be updated.
Skills, Knowledge and Expertise
You should:
Have excellent interpersonal and communication skills – displayed in person, over the phone, and in writing.
Have an ability to provide effective customer service and technical support, with some experience in either.
Have an ability to adapt your communication style when working with different stakeholders.
Have the skills or experience to work with clients that may be facing urgent or business‑critical challenges.
Be able to apply a logical mindset to your existing skills and knowledge to solve new and complex problems.
Have a working knowledge of Microsoft Excel.
Be proficient at time management and prioritisation in order to set you up for working to tight deadlines.
Feel comfortable ‘context‑switching’ and be able to work on multiple tasks and projects simultaneously and independently.
Enjoy working autonomously as well as part of a wider team.
Take pride in your work and how it could relate to the success of Spektrix and our clients.
Have a strong interest in using technology and data to solve problems.
Working hours & travel
Occasional travel between London and Manchester (our two UK offices).
You should be prepared to travel throughout the UK and the Republic of Ireland if required.
This is a full‑time role but we are accepting applications from candidates who are interested in job sharing the role, or would like flexible working arrangements. Please comment on your application with the hours you will be looking to work.
We work across a rota covering weekends. From the Client Success team, we have a 9am‑5pm shift every Saturday and Sunday, and a 1pm‑9pm shift every Saturday. Typically you wouldn’t have more than one of these shifts every month, which are worked from home. If you work a Saturday then you will have the following Monday off, and if you work the Sunday then you’ll have the preceding Friday off, meaning you’ll always get a two‑day break from work.
Benefits
Flexible working with support for WFH set up. Different teams may have different practices that require people in the office or online at specific times.
NHS top‑up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs).
Continuous development supported by Line manager, learning budget.
Enhanced Maternity, Adoption & Shared Parental Leave.
35 days paid leave annually, inclusive of annual leave,
Support Analyst (Customer Service) in London employer: Spektrix
Spektrix is an exceptional employer that prioritises employee well-being and growth, offering flexible working arrangements and a supportive remote-first culture. With a commitment to continuous development, generous benefits including 35 days of paid leave and a sabbatical after five years, and a focus on diversity and inclusion, Spektrix empowers its team members to thrive while making a meaningful impact in the arts and technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Support Analyst (Customer Service) in London
✨Tip Number 1
Familiarise yourself with the Spektrix CRM and its features. Understanding how the software works will not only help you during the interview but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Brush up on your customer service skills by practising common scenarios you might encounter as a Support Analyst. Think about how you would handle difficult situations or technical issues, as this will show your problem-solving abilities.
✨Tip Number 3
Network with current or former employees of Spektrix on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Prepare to discuss your experience with data analysis and Microsoft Excel. Being able to articulate how you've used these skills in previous roles will be crucial, as they are key components of the Support Analyst position.
We think you need these skills to ace Support Analyst (Customer Service) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience and skills that align with the Support Analyst role. Focus on customer service, technical support, and problem-solving abilities, as these are key for this position.
Craft a Compelling Cover Letter:In your cover letter, express your enthusiasm for the arts and technology sector. Mention specific examples of how you've successfully helped clients in the past and how you can contribute to Spektrix's mission.
Highlight Flexibility:Since the role offers flexible working hours, clearly state your preferred working hours and any flexibility you can offer. This shows your willingness to adapt to the team's needs.
Showcase Communication Skills:Given the importance of interpersonal skills in this role, provide examples of how you've effectively communicated with clients or team members in previous positions. This could be through written communication or during phone interactions.
How to prepare for a job interview at Spektrix
✨Showcase Your Communication Skills
As a Support Analyst, you'll need excellent interpersonal skills. During the interview, demonstrate your ability to communicate clearly and effectively, both verbally and in writing. Use examples from past experiences where you successfully resolved client issues or provided support.
✨Understand the Company and Its Mission
Familiarise yourself with Spektrix's mission to help arts organisations succeed. Be prepared to discuss how your skills and experiences align with this mission and how you can contribute to their goals. Showing genuine interest in the company will set you apart.
✨Prepare for Technical Questions
Since the role involves troubleshooting software and hardware issues, brush up on your technical knowledge. Be ready to answer questions about common problems clients might face and how you would approach solving them. Highlight any relevant experience you have with similar technologies.
✨Demonstrate Problem-Solving Abilities
The role requires a logical mindset to tackle complex challenges. Prepare to discuss specific instances where you've successfully identified problems and implemented effective solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
