Customer Support Agent – SaaS Finance - Bournemouth | £33,000 | Sunday Times Best Places to Work

Join a growing finance SaaS business as a Customer Support Agent, helping customers get the most from a modern finance platform. This is a fast-paced, customer-facing role focused on troubleshooting, problem-solving and great service across multiple channels.

The Role

• Manage customer queries across tickets, email, phone and digital channels.
• Troubleshoot issues, find solutions and explain them clearly to customers.
• Manage a busy ticket queue, prioritising effectively and working to SLAs.
• Use AI, knowledge bases and internal tools to improve efficiency and customer responses.
• Escalate complex issues with clear troubleshooting information and maintain ownership through to resolution.
• Build strong product knowledge and develop an understanding of the finance processes the platform supports.
• Work closely with Product and Development teams to resolve issues and improve the customer experience.
• Identify recurring issues and suggest improvements to support processes.

What We’re Looking For

• Experience in customer support, technical support or SaaS support.
• Experience using ticketing/case management systems and supporting customers across multiple channels.
• Strong troubleshooting, communication and problem-solving skills.
• Comfortable working at pace and managing competing priorities.
• Confident learning new technology and interested in AI and emerging tools.
• Customer-focused, proactive and able to explain technical information simply.

Finance Experience – A Bonus

You don’t need an accounting background. However, knowledge of finance, accounting software or areas such as invoices, payments, VAT, AP/AR or reconciliations would be advantageous.