About the role

Customer Experience Agent providing technical support to users via multiple channels. Collaborating with teams and managing customer interactions for improved satisfaction and reduced churn risk.

Responsibilities

Be the first point of contact for customer and partner queries across chat, email, phone, and video.
Provide technical support for Windows, macOS, and mobile systems, including software installations, CE+ processes, and troubleshooting.
Host support and enablement calls via Google Meet, Teams, or phone, helping users navigate setup, issues, or certification.
Escalate complex or unresolved issues to more senior members of support while maintaining full visibility and communication with the customer.
Ensure every customer interaction is empathetic, professional, and outcome-driven.
Guide users through key lifecycle moments—onboarding, certification, renewals, with clarity and ownership.
Proactively identify customers at risk (e.g., low engagement, recurring issues) and escalate to the appropriate internal teams.
Respond to cancellation or downgrade requests with care, flagging for retention opportunities and assisting Customer Success Managers in follow-up.
Write and maintain clear, user-friendly help guides, how-tos, and FAQs to reduce support friction.
Capture and share customer feedback, usage trends, and product friction points with CX and Product teams.

Experience in a technical support or service desk environment (1 - 2 years minimum).
Strong understanding of Windows, Mac, and mobile operating systems; familiarity with virtual machines and basic networking.
Empathy, emotional intelligence, and outstanding written and verbal communication skills.
Experience managing live chat, phone, and video support with professionalism and clarity.
Customer-first mindset with a proven ability to manage high-pressure interactions calmly and constructively.
Knowledge of security certifications like Cyber Essentials or experience supporting CE+ audits is a bonus.
CRM or helpdesk experience (e.g., Zendesk, Salesforce, HubSpot).

A competitive salary
Flexible working hours and a remote-first working environment (in-person collaboration sessions will be required from time to time and will be fully expensed)
25 days of annual leave plus public holidays
1-day additional leave for every full year of employment to a maximum of 5 additional days
Your birthday as a free holiday day
Access to our Employee Equity Scheme
Private health care upon successful completion of probation
Annual learning and development grant of £2,500
£500 Personal Growth grant to spend at your discretion
Access to Spill, our mental health and wellbeing support network
Regular team breakfasts and lunches
A vibrant and supportive team culture
A beautiful workspace in Shoreditch, designed with natural light, lush plants, and complimentary high-quality tea and coffee
The necessary technology, including a MacBook and additional equipment, to create an optimal home working environment and enable you to excel in your role, including a £250 yearly office equipment/maintenance grant