Customer Support Specialist
Business Brief
LoveAdmin is an established, energetic, fast-growing SaaS company, delivering advanced management software to over 1,000 organisations across the UK.
We provide smart online services that take the pain and hassle out of admin and payments for every type of sports club, membership organisation, event organisation, and class and course facilitator.
In short, we help make our customers’ lives easier and their clubs and organisations more profitable.
We’re based in Brighton Marina in our modern, open-plan office. We’re surrounded by cafes, restaurants, shops and bars, and we’re right next to the busy yacht harbour.
Now, we’re looking for a talented Customer Support Specialist to join our award-winning service team.
If successful, you’ll become an integral part of our 30-strong team – and an investment-backed SaaS business experiencing year-on-year expansion.
Job description
Reporting to: Head of Customer Services
Duties include:
- Respond to customer queries via tickets, phone, and video calls in a warm and friendly professional manner
- Ensure service levels and response time targets are consistently met across all support channels
- Provide a consultative approach in every interaction, demonstrating a strong understanding of customer sectors and goals
- Continuously reinforce the value of the product, aligning support with each customer's defined success criteria and ambitions
- Recommend relevant features and best practices to support customer success
- Identify areas for improvement and recommend enhancements that will help customers achieve their objectives
- Troubleshoot and resolve technical issues efficiently, escalating, when necessary, with clear context
- Proactively follow up on open issues to ensure timely resolution and customer satisfaction
- Deliver impactful product training and showcase value through one-to-one video sessions
- Contribute to the creation and maintenance of help articles and identify content gaps for the Learning & Development Manager
- Share customer insights and feedback in team meetings to inform ongoing improvements to support and service delivery
Experience
- 2+ years in customer support position, ideally in a SaaS business
- Skilled in troubleshooting and resolving platform issues
- Experienced with multi-channel support (tickets, phone, video)
- Proficient with CRM/helpdesk tools (e.g. Hubspot, Zendesk)
Skills required
Excellent verbal and written communication skills
- Confident face to face and on video
- Strong computer literacy and aptitude with modern software and devices
- Customer-focused mindset with a passion for delivering value
- Proactive and able to work independently
- Positive attitude with genuine enthusiasm for customer service
- Express an interest in business and have commercial understanding
Benefits
- Perks at Work
- It’s a good time to save, and we provide access to discounts across multiple stores, with over 40% off UK-wide cinemas, plus the ability to earn points to spend later!
- Community Online Academy
- Gain access to virtual days of 100+ free live courses for kids and adults, focused on fitness, learning and fun.
- Cycle to Work scheme
- Why not cycle to the office in the Marina? You can save up to 40% off bikes and parts with our cycle to work scheme.
- Pension contribution
- We provide a healthy contribution to your pension pot through Aviva, with flexibility to increase your contribution if you’d like to.
- Company share option plan
- Teamwork is essential for business growth. To reinforce this, we offer a share option scheme that rewards those that excel by going above and beyond to deliver high impact results
- Health & wellbeing programme
- Benefits include express access to an online GP, telephone and in person counselling support and 24/7 legal advice
- In addition to this we have multiple social events throughout the year, the office is well stocked with drinks and goodies plus there’s free parking!
Schedule
- Full-time: 9am-5:30pm (Work outside these hours may be required to satisfy customer support and business needs)
- Monday to Friday
- Office based
Salary: £25,000 - £27,500 depending on experience
Job Types: Full-time, Permanent
Pay: From £25,000.00 per year
Benefits:
- Company events
- Cycle to work scheme
- On-site parking
Education:
- A-Level or equivalent (preferred)
Experience:
- Customer support: 2 years (preferred)
Work Location: In person
