Customer Support Specialist - Remote (UK or Canada Atlantic Time Zone) with Share Options

About Resource Guru

Resource Guru is a straightforward scheduling tool designed to help busy teams stay organized, enhance resource utilization, and boost project profitability while supporting a balanced work-life environment. The platform is trusted globally by customers in over 100 countries, including notable creative agencies such as Publicis, TBWA, Grey, BBH, and M&C Saatchi, as well as large organizations like NASA, Accenture, CNN, Kraft Heinz, and the NHS. Resource Guru manages time as one of the most valuable assets in businesses.

Operating as a compact, fully remote team spread across the UK and Europe, collaboration mostly happens via Slack, punctuated by occasional meetups for planning and socializing.

Role Overview

We are seeking a Customer Support Specialist to join our remote team. The main focus of this role is providing exemplary support mainly through email by addressing customer inquiries, troubleshooting, and ensuring users receive an excellent experience with Resource Guru.

In this role, you will work closely with the Senior Customer Support Specialist and collaborate with Product and Engineering teams to resolve issues, investigate bugs, and relay feature requests, helping to continuously improve the product.

Key Responsibilities

• Become thoroughly familiar with Resource Guru’s functionality, customer use cases, and common inquiries.
• Respond to customer support queries related to product usage, account setup, billing, troubleshooting, and general “how do I…” questions primarily via email, with occasional phone or video interactions.
• Methodically troubleshoot and investigate issues by asking follow-up questions, verifying account configurations, attempting to replicate problems, scrutinizing browser-related factors, and escalating complex bugs to the engineering team with detailed reports.
• Collaborate extensively with internal teams to understand and resolve customer issues, provide clear bug reports, and categorize customer feedback for product enhancements.
• Maintain and update Help Centre content by writing new articles, revising existing documentation, and suggesting improvements based on recurring customer questions.
• Use support platforms such as Front, Recurly, Customer.io, HubSpot, among others, to manage conversations, billing queries, and account details, demonstrating adaptability to learn new tools.
• Deliver support that is accurate, efficient, empathetic, and personable to ensure customers feel understood and valued.

Candidate Profile

• 1-3 years experience in online customer support, preferably for B2B SaaS or software businesses.
• Strong command of written and spoken English, able to communicate clearly and kindly.
• Patient, calm, and empathetic when dealing with customer concerns.
• Detail-oriented especially with billing, accounts, or technical inquiries.
• Practical problem-solving and troubleshooting skills.
• Comfortable learning new software and understanding web-based product operations.
• Basic technical knowledge of browsers, cache, cookies, internet connectivity, and permissions.
• Ability to work independently within a remote team and manage time effectively.
• Collaborative attitude with willingness to share valuable customer insights across teams.
• Effective with asynchronous communication, maintaining clear and focused written exchanges.

Preferred but Not Essential

• Experience supporting SaaS products.
• Familiarity with billing, subscriptions, and invoice support.
• Experience producing Help Centre content or customer guides.
• Knowledge of support tools like Front, Intercom, Zendesk, or HubSpot.
• Previous work in a fully remote environment.
• Creating customer help videos or walkthroughs.
• Supporting customers across various time zones, especially APAC hours.
• Using AI tools to enhance efficiency and work quality.

Working Hours & Location

This fully remote role is open for candidates located in the UK or Canada (within the Atlantic Time Zone). Candidates are expected to coordinate work hours for effective overlap with the UK team to participate in training, collaboration, and handovers. Applicants should specify their location and expected working hours in their applications.

Compensation and Benefits

• Competitive salary: £30,000–£35,000 GBP (UK) or CAD $48,000–$57,000 (Canada).
• Stock options.
• Work from any location, with coworking space available if needed.
• 30 days paid leave plus company holidays from December 24 to January 1.
• Birthday off and day off for house moves.
• Flexible working hours.
• Annual training and conference budget of £3,000.
• Home office equipment allowance of £1,000 upon joining and every three years thereafter.
• Budget for visits to colleagues locally or internationally.
• Monthly health and wellbeing allowance of £100 for personal use.
• Pension contributions.
• Opportunity for international travel, including company-hosted gatherings in locations like Budapest, Dublin, London, Barcelona, and Cape Town.