Customer Support Specialist

Department: Customer Success

Employment Type: Full Time

Location: United Kingdom

Reporting To: Chief Customer Officer

Description

• This UK-based role is mostly remote, with in-person meetups a few times a year. Our HQ is in Jersey, UK, and our 70-person team is spread across the UK and US.
• The TAM team is brand new. If you thrive in structured environments with everything neatly defined—this might not be the role for you. If you love rolling up your sleeves and figuring things out, you’ll fit right in.
• We set a high bar for customer service. Our support team’s average first response time is under two minutes. Speed and efficiency matter.
• Our customers use Pinpoint in different ways. Some need structured, ongoing account support. Others require quick-fire technical troubleshooting. You should be curious, proactive, and excited to tackle problems you’ve never seen before.
• You’ll help onboard customers. That means manual (and increasingly automated) data uploads and data entry tasks.
• This role is a mix of hands-on technical support and customer interaction. One moment, you’re troubleshooting an API issue. The next, you’re investigating a bug, handling data problems, or responding to a customer in Intercom. You’ll sit between developer-level support and standard user troubleshooting.
• Our values shape who we are and how we work. We’re excited to meet candidates who share these principles and will bring these values to life in their work.

About the Role

• Be the go-to technical expert for enterprise customers
• Troubleshoot APIs, integrations, and custom platform setups via video calls and email
• Build reports, customize templates, and manage bulk data tasks (e.g., creating multiple jobs or importing candidate batches)
• Monitor and respond in Intercom (chat-based support), keeping speed and efficiency top of mind
• Investigate, debug, and resolve technical issues, documenting solutions to scale knowledge across the team

• Build trusted relationships with key customer stakeholders
• Keep detailed documentation of customer needs, issues, and solutions
• Balance high-touch enterprise support with handling a queue of technical tickets
• Collaborate with Customer Success, Support, and Product teams to streamline onboarding and product adoption

• Juggle both ticket-based tasks and proactive account management responsibilities
• Provide customer feedback to Engineering and Product teams to improve the platform
• Develop a deep understanding of Pinpoint’s ATS, integrations, APIs, and workflows

About You

• 1+ years in technical support or technical account management, ideally in SaaS
• Experience with APIs, debugging tools, HTML, CSS, and frontend troubleshooting
• Bonus points if you’ve worked with scripting languages like Python, JavaScript, or Ruby
• Comfortable handling both deep enterprise support and a steady queue of technical inquiries
• Sharp problem-solving and project management skills—you stay organized, prioritize effectively, and resolve complex issues
• Great at explaining technical concepts—whether to engineers or non-technical users
• Customer-obsessed—you don’t just fix problems, you make the experience better
• Adaptable and thrive in ambiguity—you figure things out, embrace change, and stay calm under pressure
• Always learning, always improving—you’re excited to shape and grow this new team
• Based in the UK with work authorization

What We Offer

• 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered
• 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
• 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first
• 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals
• 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
• 📈 Meaningful equity – You’re helping build something special, and you should share in its success
• 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents
• 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth
• 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work
• 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow