Senior Customer Support Specialist

Role overview A senior individual contributor role on a SaaS customer support team serving restaurant-industry brands that rely on digital ordering, payment, and guest engagement solutions. The position is fully remote within the UK and reports to a Support Manager, focusing on resolving complex tickets in the queue while acting as a senior point of reference for peers. Success in the role is measured against KPIs including customer satisfaction (CSAT) and service level agreements (SLAs) in a high-volume, always-on support environment.

Responsibilities - Diagnose and resolve increasingly technical tickets end-to-end, drawing on specialized product knowledge and analytical reasoning. - Respond to customer inquiries and escalations through phone and written channels while meeting CSAT, SLA, and other efficiency targets. - Route tickets that require deeper investigation to internal engineering, product, or other technical teams, and keep customers informed through resolution. - Identify recurring patterns in customer issues and advocate for product, documentation, or operational improvements with support leadership and CX operations. - Participate in retrospective reviews and root cause analyses led by support leadership, and contribute to ongoing improvements in team documentation and processes. - Provide informal mentoring to newer team members, sharing troubleshooting approaches and product knowledge.

Requirements - 2+ years of experience owning complex customer problems end-to-end and learning new systems quickly, ideally in technical support, customer success, implementation, IT, QA, or restaurant operations. - Proficiency with diagnostic and troubleshooting tools such as Postman, Sumo Logic, system logs, or remote session tools to read error messages and investigate technical issues. - Working knowledge of modern support ticketing systems such as Zendesk or JIRA, including workflows and automations. - Demonstrated ability to contribute to internal knowledge bases and documentation. - Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences and collaborate across teams. - Comfort using AI tools to work more efficiently.

Nice to have - Direct experience with online ordering, payment integrations, POS systems, or marketing automation.

Benefits and work setup - Fully remote position with flexibility to work from anywhere within the UK. - Support team operates seven days a week, so availability for traditional and non-traditional shifts, including evenings, weekends, holidays, and on-call rotations, is required.