xyz-reality - Customer Support Specialist
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Requirements
• Experience in a customer support or customer success role. • Strong hands-on experience with Freshdesk (ticket management, automations, reporting, and admin configuration). • Proven stakeholder management skills — comfortable communicating with both technical and non-technical audiences at all levels of seniority. • Excellent written and verbal communication skills with a professional, empathetic tone. • Analytical mindset with the ability to interpret support data and translate findings into actionable recommendations. • Strong organisational skills and the ability to manage competing priorities under pressure. • Experience working cross-functionally with Engineering, Product, and Sales teams. • A customer-first mentality with a genuine desire to solve problems and improve experiences. • Demonstrated experience working effectively across multiple time zones, ensuring seamless support coverage and communication with distributed teams and customers. • Hands-on experience using AI tools (e.g., Claude, ChatGPT) and building AI-driven pipelines or automation workflows to solve support problems and improve operational efficiency. • Experience with other helpdesk or CRM tools (e.g., Zendesk, Intercom, HubSpot, Salesforce). • Experience in a SaaS or technology company environment. • Knowledge of basic scripting or API integrations for helpdesk automation. • Freshdesk certification or advanced admin training. • Experience building autonomous AI agent workflows (e.g., multi-step ticket resolution bots, auto-escalation agents) within Freshdesk or similar platforms.
Responsibilities
• Manage and resolve customer support tickets via Freshdesk, ensuring SLA targets are consistently met or exceeded. • Configure, maintain, and optimise Freshdesk workflows, automations, knowledge base, and reporting dashboards, integrating AI-powered pipelines to triage, categorise, and route tickets more efficiently. • Design and maintain AI-assisted support pipelines using tools such as Claude to automate first-response drafting, ticket summarisation, and resolution recommendations. • Act as a key liaison between customers and internal teams (Engineering, Product, Sales) to escalate and resolve complex issues. • Build and maintain strong relationships with key stakeholders across the business, providing regular reports on support performance, CSAT/NPS, and customer sentiment to senior leadership. • Conduct root cause analysis on recurring issues and collaborate with Product and Engineering to drive permanent fixes. • Champion the voice of the customer internally, identifying opportunities to improve the experience through process enhancements, tool optimisation, and the application of AI.
Benefits
• 🏝️ 25 days annual leave + public holidays • 🩺 Private healthcare with Vitality • 🎄 Christmas shutdown days on top of leave allowance (2-4 per year usually) • 🚇 Office located within a 5-minute walk from Angel station • 🏠 Hybrid working • 🥳 Summer & Christmas staff parties • 🍣 Free lunch bought in and after-work gathering/drinks every other Thursday in the office • 💰 Employee referral scheme • 🚀 Make a real-world impact of revolutionising the construction industry • If you'd like to see the products and technology we have created so far on our journey you can view it in action through our YouTube https://www.youtube.com/@XYZReality/videos and Website http://www.xyzreality.com/
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