About Our Team
We're a small but mighty team with a big impact. We support higher education institutions and prospective students around the world, combining strong product knowledge, curiosity and teamwork to solve problems and deliver a great experience for our users. We pride ourselves on our high CSAT scores, collaborative approach and commitment to continuous improvement.
What you’ll be doing
- Investigate, troubleshoot and resolve technical issues across the Unibuddy platform.
- Act as a subject matter expert across the Unibuddy platform, with particular expertise in CRM integrations, Assistant and product configuration.
- Partner with Customer Success Managers to understand upcoming onboarding activity, provide technical guidance throughout the implementation journey, and support onboarding, implementation and product‑related queries.
- Replicate issues, identify root causes and create clear, high‑quality bug reports for Product and Engineering.
- Build strong relationships with Product, Engineering and Customer Success teams to help deliver great customer outcomes.
- Create and maintain Help Centre content, internal documentation and self‑service resources.
- Identify opportunities to improve support processes, self‑service resources and the overall user experience.
What we’re looking for
- Experience in a customer support role within a SaaS, technology or software environment.
- Experience supporting CRM integrations, platform configuration or technical implementations.
- Strong troubleshooting and problem‑solving skills.
- A naturally curious and investigative mindset.
- Confidence working independently and taking ownership of issues.
- Excellent written and verbal communication skills.Experience working with tools such as Intercom, Jira, Salesforce and Slack.
- A collaborative approach and the ability to work effectively across teams.
It would be a bonus if you could bring
- Experience working within higher education or EdTech.
- Experience working with AI products, chatbots or knowledge‑based support tools.
- Experience working in a high‑growth technology company.
- Experience using browser developer tools, device emulation or log analysis.
What we offer
- Competitive salary
- Highly flexible work culture
- Private healthcare
- Life insurance coverage
- Pension matched up to 6%
- Generous time off: 25 days of annual leave, plus an additional special day for a personal occasion (like your birthday, engagement, or wedding), extra days based on tenure, and 4 additional days at the end of the year for a company‑wide shutdown
- Significantly enhanced parental leave: Including maternity, paternity, and adoption leave
- Equipment: A MacBook and all the tools you need to do your best work
- Inclusive and supportive culture: We pride ourselves on our diverse team, with 55 employees across the UK, Europe, US, India, and Canada.
