Customer Support Executive

£38,000 Basic Salary + Bonus + Benefits

Hybrid | Central London | 3 Days in the Office

The Opportunity

Our client is an established international technology business providing specialist information and subscription-based digital solutions to a professional customer base.

As the business continues to grow, it is looking for a Customer Support Executive to deliver responsive, high-quality first-line support, helping customers resolve issues and get the most from its digital platform.

Why Join?

• £38,000 basic salary plus performance-related bonus.
• Hybrid working: three days in the Central London office and two days remotely.
• 26 days' annual leave plus bank holidays.
• Company pension and additional employee benefits.
• Career development opportunities within an established international business.

The Role

As Customer Support Executive, you'll be a key point of contact for customer queries, taking ownership of issues from initial contact through to resolution. You'll troubleshoot technical and account-related problems, triage potential product bugs and work closely with Product and Engineering teams to resolve more complex issues.

You'll also help improve the overall customer experience by maintaining self-service resources, identifying recurring issues and sharing customer feedback with relevant internal teams.

Key Responsibilities

• Respond to customer queries via email, chat and other support channels, providing timely and helpful solutions.
• Diagnose and resolve first-line technical, account, access and configuration issues.
• Manage customer issues through to resolution, keeping customers informed of progress and next steps.
• Triage and escalate product bugs, providing clear reports detailing reproduction steps, expected versus actual behaviour and customer impact.
• Prioritise escalations according to urgency and severity, ensuring issues reach the appropriate teams.
• Maintain accurate support records and collaborate with Product and Engineering to improve issue resolution.
• Create and maintain Help Centre articles, FAQs and troubleshooting guides to encourage customer self-service.
• Analyse recurring support queries and customer feedback to identify product issues and opportunities to improve the customer experience.

How We'll Measure Success

• Customer satisfaction (CSAT) and first response times.
• Time to resolution and SLA achievement.
• Ticket backlog, ticket reopens and escalation rates.
• Speed and quality of bug triage and reporting.
• Help Centre content creation, accuracy and usage.
• Improvements in support efficiency and customer self-service.

About You

We're looking for a customer-focused, technically curious individual with strong communication skills and a structured approach to problem-solving.

Ideally, you'll have:

• Experience in Customer Support, Technical Support, Customer Success or a similar customer-facing role, preferably within SaaS or technology.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly.
• Strong troubleshooting skills and the ability to distinguish between user, account, configuration and product issues.
• Experience using customer support or ticketing systems, with an understanding of SLAs, prioritisation and escalation processes.
• Excellent attention to detail when documenting issues and reporting bugs.
• Experience creating or maintaining help articles, FAQs or knowledge-base content.
• The ability to manage multiple queries while maintaining high standards of service.
• Confidence collaborating with Product, Engineering and Customer Success teams.
• A proactive mindset, with an interest in identifying recurring problems and improving processes.

Apply Now

If you're passionate about delivering excellent customer support, solving technical problems and improving the customer experience, we'd love to hear from you.

Please send your CV to ABR Associates Ltd to be considered.

About ABR Associates Ltd

ABR Associates Ltd is acting as an Employment Agency in relation to this vacancy. We specialise in permanent recruitment across Media, Digital, Technology/SaaS, Software, Market Research, Events and Business Intelligence.

Only shortlisted candidates will be contacted. If you have not heard from us within two weeks, please assume your application has been unsuccessful on this occasion.