At a Glance
- Tasks: Provide top-notch customer support and create helpful resources for users.
- Company: Join a passionate team trusted by industry leaders like Zapier and LaunchDarkly.
- Benefits: Flexible work environment, skill development, and the chance to make a real impact.
- Other info: Dynamic role with opportunities to collaborate across teams and grow your career.
- Why this job: Be the first point of contact and help shape an amazing customer experience.
- Qualifications: 2+ years in customer support, strong communication skills, and experience with support tools.
The predicted salary is between 40500 - 49500 £ per year.
This company helps revenue teams take ownership and accountability for financial goals through comp plan design guidance, automated commission tracking, and built-in collaboration tools.
Industry-leading companies like Cursor, Launch Darkly, and Zapier trust them to automate the commission tracking and payment process for their go-to-market teams.
Contracting with this company means you'll get to solve complex challenges, grow your skills, and contribute to a product that makes a real difference.
They're a passionate team that values curiosity, empathy, and inclusivity.
If you're excited about working on meaningfulproducts with a collaborative, dynamic team, this is the place for you.
You'll be the first point of contact for their customers - responding to inquiries via Intercom with speed and empathy -while also building the self-serve resources that help userssucceed before they ever need to reach out.
This role sits at the intersection of reactive support and proactive content creation, directly reducing support volume and improving the customer experience at scale.
ABOUT THE ROLE
- Provide timely, helpful responses to customer inquiries via Intercom, maintaining a high-quality support experience and strong CSAT scores.
- Troubleshoot product issues and elevate bugs or edge cases to the appropriate internal teams.
• Create and maintain self-serve resources, including
- Fin, our AI support bot
- Help center articles and FAQs
- Onboarding guides and product walkthroughs
- Release notes and feature documentation
- Identify recurring support themes and proactively address documentation gaps before they lead to tickets.
- Partner with Product, Engineering, and Customer Success to surface customer feedback and improve workflows.
- Track and report on support volume trends, resolution times, and self-serve content performance.
- Thoughtfully use AI tools to reduce manual work and improve efficiency in routine support tasks.
Requirements
- 2+ years of experience in a customer support or customer success role, ideally at a B2B Saa S company
- Strong written communication skills: clear, warm, and efficient across every customer interaction
- Experience with Intercom or similar support tools (Zendesk, Front, etc.).
- Comfort writing user-facing documentation: help articles, onboarding guides, and FAQs.
- A systematic thinker who can spot patterns and build scalable, self-serve solutions.
- Strong organization and time management, with the ability to balance reactive support with proactive content work
Bonus if you have
- Technical curiosity and comfort navigating API documentation or developer-facing tools.
- Background in compensation, commissions workflows, or revenue operations.
- Experience creating video walkthroughs or screen recordings (e. g., Loom).
- Familiarity with Salesforce, Hub Spot, or other CRM solutions.
- #J-18808-Ljbffr
Customer Support & Product Specialist employer: Valeria Aguerri
This company is an exceptional employer, offering a vibrant work culture that prioritises curiosity, empathy, and inclusivity. As a Customer Support & Product Specialist, you'll have the opportunity to tackle complex challenges while contributing to impactful products, all within a collaborative team environment. With a focus on employee growth and the use of innovative tools, this role not only enhances your skills but also allows you to make a significant difference in customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support & Product Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Valeria Aguerri. 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 Valeria Aguerri 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 & Product 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 Valeria Aguerri:Your cover letter is your chance to shine! Tell us why you want to work at Valeria Aguerri 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 Valeria Aguerri!
How to prepare for a job interview at Valeria Aguerri
✨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.
