Customer Support Specialist

happlLondon, England, United Kingdom - Hybrid+ Equity3d ago

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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.

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