Customer Service Support Analyst

We’re a growing software company building innovative technology for estate agents across the UK. Our platform helps agents work smarter, serve their clients better, and run more efficient businesses. As we continue to scale, delivering an excellent customer experience remains at the heart of everything we do.

In this role, you'll be key to our clients' success. You’ll be the first point of contact for our customers, helping them get the most out of our software and ensuring issues are resolved quickly, clearly, and professionally.

We are looking for someone energetic, proactive, patient, diligent, and a quick learner who is positive and has a keen eye for detail.

You’ll play a crucial part in delivering fanatical support to our end users. We work in a fast-paced customer-centric environment, one that’s as rewarding as it is demanding. This is a great opportunity for someone who enjoys problem-solving, working with technology, and supporting customers in a SaaS environment.

Key Responsibilities:

 Providing first-line support to customers via phone and email

 Troubleshooting software issues and guiding customers to effective solutions

 Logging, prioritising, and managing support tickets in line with SLAs

 Explaining technical concepts in a clear, non-technical way to end users

 Act as the internal voice of the customer, collaborating with Product, Engineering, and Sales to deliver on client expectations

 Identifying recurring issues and feeding insights back to the product and customer success teams

 Keeping customers informed on progress and resolution

 Contributing to help articles, FAQs, and internal documentation

A bit about you…

 You’ll have a background in Customer Services, Customer Success or relevant customer-facing roles.

 You are passionate about providing fanatical support to our client base

 Strong communication skills, both written and verbal

 You are a dependable and highly motivated individual, have a can-do and patient attitude, and can work under your own initiative, while being a team player within the wider client services department

 You’ll have a strong work ethic and be highly organised with exceptional attention to detail

 Ability to manage multiple tasks while maintaining attention to detail

 Experience in residential sales, lettings, property management or client accounting in the estate agency sector is desirable

 Knowledge of estate agency software would be a real bonus

Benefits:

 The chance to join a growing, ambitious software company

 Hybrid working

 22 days of annual leave + extra days for years of service.

 Have your birthday off - we pay, you stay away!

 Festive Rota Period - allowing much-needed R&R

 Pension contribution by the company