Customer Success Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage UK phone and email support during business hours, addressing Tier 1 tickets in Zendesk to meet established service levels.

• Each morning, assess the global ticket queue, resolving Tier 1 and basic Tier 2 tickets, while routing the remainder with a comprehensive write-up.

• Address common configuration inquiries and how-to requests using the software platform's administrative tools.

• Utilize AI-assisted support tools to draft customer responses, applying judgment prior to delivery.

• Assist new UK customers from contract signing to confident daily usage through kickoff meetings, setup check-ins, and go-live support.

• Conduct onboarding, training, and refresher sessions for clients.

• Promote mobile application adoption among UK field teams.

• Collaborate with Professional Services for data imports and complex configurations while keeping customers updated.

• Hold regular check-ins with UK accounts to identify issues early and communicate relevant new features.

• Monitor UK account health and renewal schedules, flagging risks and coordinating renewals with the CS team and UK reseller partner.

• Document meetings and account details in HubSpot.

• Manage invoicing and follow up on overdue accounts for UK clients.

• Act as the primary support contact for customers in the UK and Ireland while also managing the global customer queue.

⛳️ Requirements

• Over 2 years of experience in a customer-facing software role, including support, customer success, onboarding, training, or account management.

• Comfortable communicating over the phone and on camera, including with senior council staff.

• Capable of providing clear, easy-to-understand explanations and maintaining composure under pressure.

• Quick to learn new software and adept at configuring a SaaS application via its administrative settings.

• Proficient with spreadsheets.

• Familiarity with a ticketing or CRM system, preferably Zendesk and HubSpot.

• Based in the UK.

• Available to cover UK business hours, with occasional overlap with the North American team.

• Established as an independent contractor (sole trader or limited company).

• A background in arboriculture, urban forestry, local government, or environmental or asset management is a plus.

• Knowledge of GIS or spatial data, including shapefiles, QGIS or ArcGIS, and the British National Grid, is advantageous.

• Experience with SQL, database tools, or data imports is beneficial, though not required.

🏝️ Benefits

• Remote-first work environment with a small, global team.

• Approximately 35 to 40 hours of work per week.

• Continuous engagement with an initial review period.

• Equal opportunity employer that welcomes applicants from all backgrounds.