Customer Support Representative

Job not on LinkedIn

🔥 5 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aspire Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏨 Hospitality

📦 Logistics

🏗️ Construction

Hospitality • Logistics • Construction

Aspire Software is a company that focuses on acquiring and nurturing businesses with a strong foundation in outstanding products and passionate teams. As part of the Valsef Group, Aspire Software offers resources, knowledge, and a suite of best practices to enhance and expand operations for continuous improvement and sustainable growth. The company emphasizes decentralization to unlock innovation and adaptability within its acquired entities. Aspire Software is dedicated to serving its customers through long-term technology partnerships, leveraging capital and expertise in various verticals to grow both the businesses and individuals involved.

📋 Description

• Own tier 1 support by triaging, resolving, and escalating tickets via Freshdesk • Respond to customer queries by email, phone, and video call • Meet and exceed SLA targets for response and resolution times while keeping customers informed • Use AI-powered tools for ticket triage, drafting and refining responses, and surfacing relevant solutions • Create, update, and maintain solution articles and knowledge base content • Support product webinars and online learning sessions • Identify recurring issues and knowledge gaps and build content or process improvements • Help refine helpdesk and support tooling processes • Support rollout of new AI and automation tools within the support function • Report on tickets received, response time, resolution time, CSAT, and other helpdesk metrics • Gather and share customer feedback with Customer Success, Product, and Development teams • Identify trends in customer queries to inform product or documentation improvements • Help run customer satisfaction and NPS programs, including surveys, verbatim analysis, closing the loop with detractors, and service improvements • Work closely with Customer Success, Implementation, and Product teams • Escalate complex or high-impact issues to the appropriate internal owner • Contribute to shared learning on product updates and best practices

🎯 Requirements

• Experience in a customer support or service role, ideally supporting a SaaS or cloud-based product • Detail-oriented and self-starting approach to process, problem-solving, and root-cause analysis • Comfortable communicating with customers by email, phone, and video call • Ability to explain technical concepts in plain language to non-technical users • Ability to quickly learn new systems and tools, including AI-assisted support tools • Comfortable using AI tools in day-to-day workflows and applying independent judgment • Experience or appetite for configuring automation workflows, rules, or integrations • Team-oriented and interested in growing into ownership of a business area • Commitment to continuous learning and professional development • Ability to comply with GDPR, confidentiality, and security requirements