Customer Support & Product Specialist
- london, england, United Kingdom
- £32 - £52 Per Hour
Job Description
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, LaunchDarkly, 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 SaaS 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, HubSpot, or other CRM solutions.