At a Glance
- Tasks: Manage customer support tickets and leverage AI tools for efficient problem-solving.
- Company: Join XYZ Reality, pioneers in engineering-grade Augmented Reality for construction.
- Benefits: Enjoy 25 days leave, private healthcare, hybrid work, and fun team events.
- Other info: Dynamic role with opportunities for growth and innovation in a collaborative environment.
- Why this job: Be part of a revolutionary tech team transforming the construction industry with AR.
- Qualifications: Experience in customer support and strong knowledge of Freshdesk required.
The predicted salary is between 30000 - 40000 £ per year.
About XYZ Reality
XYZ Reality are the creators of the world's first and only engineering‑grade Augmented Reality solution, purpose built for the construction industry. Not only have we created this holographic technology, that sits within The Atom – a smart, site‑safe headset/hardhat – but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with the delivery timescales and budgets. XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects.
Role Overview
We are looking for a Customer Support Specialist who combines deep technical knowledge of Freshdesk with exceptional stakeholder management skills and an AI‑first approach to problem‑solving. In this role, you will be the primary point of contact for customer queries, owning the end‑to‑end support experience and leveraging AI tools such as Claude to accelerate resolution, build intelligent support pipelines, and continuously improve service quality. The ideal candidate is proactive, highly organised, and excited about using AI to transform how support teams operate.
Key Responsibilities
- Manage and resolve customer support tickets via Freshdesk, ensuring SLA targets are consistently met or exceeded.
- Configure, maintain, and optimise Freshdesk workflows, automations, knowledge base, and reporting dashboards, integrating AI‑powered pipelines to triage, categorise, and route tickets more efficiently.
- Design and maintain AI‑assisted support pipelines using tools such as Claude to automate first‑response drafting, ticket summarisation, and resolution recommendations.
- Act as a key liaison between customers and internal teams (Engineering, Product, Sales) to escalate and resolve complex issues.
- Build and maintain strong relationships with key stakeholders across the business, providing regular reports on support performance, CSAT/NPS, and customer sentiment to senior leadership.
- Conduct root cause analysis on recurring issues and collaborate with Product and Engineering to drive permanent fixes.
- Champion the voice of the customer internally, identifying opportunities to improve the experience through process enhancements, tool optimisation, and the application of AI.
Requirements
- Experience in a customer support or customer success role.
- Strong hands‑on experience with Freshdesk (ticket management, automations, reporting, and admin configuration).
- Proven stakeholder management skills — comfortable communicating with both technical and non‑technical audiences at all levels of seniority.
- Excellent written and verbal communication skills with a professional, empathetic tone.
- Analytical mindset with the ability to interpret support data and translate findings into actionable recommendations.
- Strong organisational skills and the ability to manage competing priorities under pressure.
- Experience working cross‑functionally with Engineering, Product, and Sales teams.
- A customer‑first mentality with a genuine desire to solve problems and improve experiences.
- Demonstrated experience working effectively across multiple time zones, ensuring seamless support coverage and communication with distributed teams and customers.
- Hands‑on experience using AI tools (e.g., Claude, ChatGPT) and building AI‑driven pipelines or automation workflows to solve support problems and improve operational efficiency.
Nice to Have
- Experience with other helpdesk or CRM tools (e.g., Zendesk, Intercom, HubSpot, Salesforce).
- Experience in a SaaS or technology company environment.
- Knowledge of basic scripting or API integrations for helpdesk automation.
- Freshdesk certification or advanced admin training.
- Experience building autonomous AI agent workflows (e.g., multi‑step ticket resolution bots, auto‑escalation agents) within Freshdesk or similar platforms.
What We Offer
- 25 days annual leave + public holidays
- Private healthcare with Vitality
- Christmas shutdown days on top of leave allowance (2‑4 per year usually)
- Office located within a 5‑minute walk from Angel station
- Hybrid working
- Biannual salary reviews
- Summer & Christmas staff parties
- Free lunch bought in and after‑work gathering/drinks every other Thursday in the office
- Employee referral scheme
- Make a real‑world impact of revolutionising the construction industry
If you'd like to see the products and technology we have created so far on our journey you can view it in action through our YouTube and Website.
Customer Support Specialist employer: XYZ Reality
At XYZ Reality, we pride ourselves on being an innovative employer at the forefront of Augmented Reality technology in the construction industry. Our dynamic work culture fosters collaboration and creativity, offering employees ample opportunities for professional growth and development, particularly in leveraging AI tools to enhance customer support. With a strong commitment to employee well-being, including generous leave policies, private healthcare, and regular team-building events, we ensure that our staff not only thrive professionally but also enjoy a fulfilling work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into XYZ Reality's projects and their unique AR technology. This will not only impress them but also help you tailor your answers to show how you can contribute to their mission.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be using AI tools like Claude, think of examples where you've used tech to solve customer issues. Be ready to discuss how you can leverage these tools to enhance support at XYZ Reality.
✨Tip Number 3
Show off your communication skills! As a Customer Support Specialist, you'll need to liaise with various teams. Prepare to share experiences where you've effectively communicated complex ideas to both technical and non-technical audiences.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the team at XYZ Reality.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Your Enthusiasm:When writing your application, let your passion for customer support and technology shine through. We want to see that you're excited about using AI tools like Claude to enhance the support experience!
Tailor Your Experience:Make sure to highlight your hands-on experience with Freshdesk and any relevant customer support roles. We love seeing how your skills align with our needs, so don’t hold back on the details!
Be Clear and Concise:Use clear and professional language in your application. We appreciate good communication skills, so make sure your writing reflects that. Keep it concise but informative!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at XYZ Reality
✨Know Your Tech
Make sure you brush up on your Freshdesk knowledge before the interview. Be ready to discuss how you've used it in past roles, especially around ticket management and automations. This will show that you're not just familiar with the tool, but that you can leverage it effectively.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've successfully managed relationships with both technical and non-technical stakeholders. Think about specific situations where your communication made a difference. This will highlight your ability to bridge gaps between teams, which is crucial for this role.
✨Emphasise Your AI Experience
Since the role involves using AI tools like Claude, be ready to discuss any hands-on experience you have with AI-driven support solutions. Share specific instances where you've implemented AI to improve processes or solve problems, as this aligns perfectly with their AI-first approach.
✨Demonstrate Your Problem-Solving Mindset
Think of a few challenging customer support scenarios you've faced and how you resolved them. Highlight your analytical skills and how you used data to drive decisions. This will show that you have a proactive attitude and a genuine desire to enhance customer experiences.
