Customer Support Specialist (£30-35K/CAD$48K - 57K base, Remote, Share Options)

Resource Guru

13d•£30,000 - £35,000•Remote

About The Position

Resource Guru is seeking a Customer Support Specialist to join their fully remote team. This role focuses on providing fast, clear, thoughtful, and helpful support to customers via email, troubleshooting issues, and ensuring a positive customer experience. The specialist will work closely with the Senior Customer Support Specialist and collaborate with product and engineering teams to improve the product based on customer feedback. This is an excellent opportunity for someone with SaaS or online customer support experience to develop their technical, communication, and customer-facing skills in a remote-first environment.

Requirements

1-3 years of experience in online customer support, ideally for a B2B SaaS or similar software company.
Excellent written and spoken English with the ability to explain things clearly, simply, and warmly.
A calm, patient, and empathetic approach to customer support.
Good attention to detail, especially with billing, account, or technical questions.
A practical approach to troubleshooting and problem-solving.
Confidence in learning new software tools and understanding web-based products.
Familiarity with basic technical concepts such as browsers, cache, cookies, internet connection issues, and permissions.
Ability to work independently in a remote team and manage time effectively.
Collaborative and conscientious attitude, willing to share customer feedback with relevant teams.
Comfort with asynchronous communication and maintaining clear, concise written conversations.
Curiosity about technology and comfort investigating how things work.

Nice To Haves

Experience supporting a SaaS product.
Experience helping customers with billing, subscriptions, or invoices.
Experience writing Help Centre articles or customer-facing guides.
Experience using support tools such as Front, Intercom, Zendesk, HubSpot, or similar.
Experience working in a fully remote team.
Experience recording short customer help videos or walkthroughs.
Experience supporting customers across multiple time zones, especially APAC-friendly hours.
Comfortable using AI tools to improve work quality and efficiency.

Responsibilities

Learn Resource Guru inside out, understanding customer usage, common questions, and how to guide users.
Respond to customer questions via email, including product usage, account setup, billing, troubleshooting, and general inquiries. Occasionally join phone or video calls for faster resolution.
Investigate customer issues methodically, asking follow-up questions, checking settings, reproducing problems, and escalating bugs to engineering with clear notes.
Collaborate with the wider team to understand customer questions, resolve issues, and share feedback with Product and Engineering.
Create internal reports for bugs or technical issues and categorize feature feedback.
Help maintain and update the Help Centre, including writing new articles, recording walkthroughs, and suggesting improvements.
Utilize support tools such as Front, Recurly, Customer.io, and HubSpot for managing customer conversations, billing, and account information.
Ensure customers feel heard, understood, and helped, providing support that is accurate, efficient, warm, human, and thoughtful.

Benefits

Salary dependent on location (UK: £30,000–£35,000 GBP / Canada: CAD $48,000–$57,000)
Share options
Work from anywhere
Co-working space provided if necessary
30 days paid holiday
Company holiday from Dec 24 - Jan 1
Birthday off
House move day off
Flexible hours
Annual training and conference allowance (£3,000)
Home office equipment contribution (£1,000 upon joining, then every 3 years)
Budget to visit local or international colleagues
Monthly health & wellbeing contribution (£100)
Pension contribution
International travel for team gatherings (Guru Gatherings)