happl - Customer Support Specialist
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Requirements
• 3 or more years experience in a Customer Support, Customer Experience, or similar role in a SaaS or technology company • Strong written communication skills with the ability to explain things clearly and simply • High attention to detail and strong problem-solving ability • Comfortable troubleshooting technical and product-related issues • Strong sense of ownership and accountability for customer outcomes • Empathy for customers and a genuine desire to help people • Comfortable working in a fast-moving, high-growth startup environment • Highly organised and able to manage multiple conversations and priorities • Interest in technology, product, and AI-enabled tools • Motivated to improve systems, not just respond to issues • If you don’t meet every requirement but feel this role fits your trajectory, we’d still love to hear from you.
Responsibilities
• Responding to employee and admin support queries quickly and accurately across chat, email, and other channels • Taking full ownership of customer issues from first contact through to resolution • Troubleshooting platform, benefits, allowance, and account-related questions • Guiding users clearly on how to use Happl and access their benefits • Investigating and escalating technical issues to Engineering when needed • Collaborating closely with Customer Success to support client rollouts and ongoing usage • Creating and maintaining internal and external knowledge base content • Identifying recurring issues and working with Product to improve the experience • Helping design scalable support processes, workflows, and automations using Intercom and other support tools • Using AI-enabled tools to improve response quality, speed, and efficiency • Contributing to a best-in-class support experience that scales with Happl’s growth
Benefits
• Help shape the future of employee benefits • Meaningful equity in an early stage growing business • Flexible working from day one • Access to your own Happl benefits platform • Optional enrolment in Private Health Insurance • Optional enrolment in Dental insurance, including family cover • A flexible Wellbeing budget to spend on whatever wellbeing means to you • Learning & Development (L&D) allowance • Pension scheme from day one • Rapid career progression in a scaling customer success team
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