Customer Support Specialist

Customer Support Specialist Remote (UK) SaaSWe''re hiring a Customer Support Specialist to join a growing SaaS business serving a specialist operational industry across the UK.This is not a "ticket-closing" support role. We''re looking for someone who genuinely enjoys solving problems, improving processes, and helping customers succeed long-term.You''ll take ownership of customer issues from start to finish - troubleshooting systems, simplifying complex problems, delivering training, and feeding insights back into product improvements.What you''ll be doing:• Supporting customers via phone, email, screen share, and ticketing systems• Investigating root causes rather than applying quick fixes• Creating and improving support documentation and training materials• Helping reduce recurring support demand through proactive problem solving• Collaborating closely with Product and Operations teams• Delivering excellent customer experiences while meeting SLA/KPI targetsWhat we''re looking for:• Previous experience in a SaaS customer support or service role• Strong communication skills and the ability to explain technical concepts simply• A naturally curious, solutions-focused mindset• Someone organised, resilient, and comfortable juggling priorities• A proactive self-starter who enjoys improving systems and workflowsBonus points for:• Experience in waste management, logistics, transport, or operational software• Exposure to AI-driven support tools or knowledge systemsWhat''s on ..... full job details .....