Customer Onboarding & Support Specialist — Remote (UK SaaS Company)

ABOUT THE COMPANY

We are a fast-growing UK-based software company building SaaS tools for the construction and trades industry. Our products help contractors, tradespeople, and small construction businesses win more work, manage estimates, and run their operations more efficiently. We are a small, ambitious team with a remote-first culture and big growth plans.

THE ROLE

We are looking for a warm, organised, and tech-savvy Customer Onboarding & Support Specialist to be the first point of contact for our customers. You will be the person that turns a confused new sign-up into a confident, happy user — and the person that makes sure existing customers get fast, helpful answers when they need them.

This is not a script-following call centre role. We want someone who genuinely cares about helping people, can think on their feet, and takes pride in delivering an outstanding customer experience.

YOUR RESPONSIBILITIES

Answer incoming support tickets, email s, and live chat messages promptly and professionally
Guide new customers through product onboarding — helping them get set up, understand features, and see value quickly
Handle inbound support calls and scheduled onboarding video calls with new users
Follow up with new sign-ups who have not yet completed setup or booked a demo
Escalate technical bugs and complex issues to the founder with clear, detailed notes
Maintain and improve our help centre, FAQ documents, and onboarding guides
Log all customer interactions accurately in our support and CRM tools
Identify common customer pain points and feed them back to the team weekly
Assist with basic admin tasks related to customer accounts when needed

WORKING HOURS

Full-time, 40 hours per week, Monday to Friday
8am - 4pm UK Time

REQUIREMENTS

Excellent written and spoken English — your email s and calls must be clear, professional, and friendly
At least 1 year of experience in customer support, onboarding, or a client-facing role
Comfortable on video calls with UK customers — confident, articulate, and presentable
Experience using support or helpdesk tools (Crisp, Intercom, Zendesk, Freshdesk, or similar)
Reliable, fast internet connection — please state your speed in your application (minimum 20 Mbps)
Quiet home working environment suitable for video and phone calls
Self-motivated and able to manage a ticket queue independently without daily supervision
Genuinely patient and empathetic — our customers are tradespeople and small business owners, not tech experts

BONUS POINTS

Experience working with a UK, Australian, or US company
Familiarity with SaaS products or software tools
Experience writing help centre articles or onboarding documentation
Background in construction, property, or trades (not required but a real plus)
Experience with Notion, Slack, or similar remote working tools