Customer Service Specialist

Key Responsibilities 

Omni-Channel Customer Support 

• Provide support via phone, chat, and email, adapting communication style to each channel 
• Deliver clear, accurate, and professional responses aligned to SLAs 
• Handle both high-volume operational queries and more complex issues confidently 
• Maintain consistently high CSAT and QA performance 

Account & Subscription Management 

• Support customers with account and subscription-related queries, including: 
• Licence and user management 
• Upgrades, downgrades, and renewals 
• Cancellations and retention conversations 
• Account ownership and structural changes 
• Ensure all account updates are accurately reflected within internal systems 
• Work closely with Customer Success and Sales to support customer lifecycle activities 

Billing & Finance Support 

• Manage and resolve billing and invoice-related queries, including: 
• Invoice corrections and disputes 
• Payment issues and failed transactions 
• Refunds and credit requests 
• Collaborate with Finance teams to ensure timely and accurate resolution 
• Maintain a high level of accuracy and attention to detail in all financial-related activities 

Technical Support (1st Line) 

• Troubleshoot and resolve technical issues related to: 
• Email signatures and configuration 
• Microsoft 365 (Exchange Online) 
• Google Workspace 
• Investigate issues thoroughly to identify root causes, not just symptoms 
• Take ownership of technical cases, resolving wherever possible before escalating 
• Participate in swarm sessions and collaborative troubleshooting for complex issues 

Case Ownership & Operational Excellence 

• Own and manage cases end-to-end, ensuring timely resolution within SLA 
• Proactively manage personal case queues and follow up where required 
• Accurately log and maintain CRM records, including: 
• Subscription ID 
• Contact and account details 
• Case reason and sub-reason 
• Triage cases effectively to the appropriate teams when required 
• Monitor internal channels (e.g. Slack) and respond to internal support requests 

Problem Solving & Continuous Improvement 

• Approach issues with a curious, investigative mindset, demonstrating persistence in finding solutions 
• Act as a “dog with a bone” when resolving complex or unclear issues 
• Identify recurring problems, process gaps, or system issues and raise them proactively 
• Contribute to process improvements, automation opportunities, and knowledge sharing 

Customer Experience 

• Deliver a consistently high standard of service across all interactions 
• Effectively de-escalate challenging situations and build customer confidence 
• Support customer retention by addressing concerns and resolving issues quickly 
• Actively participate in QA processes and apply feedback to improve performance 

Desired Skills & Experience 

• 1+ years’ experience in a customer service or technical support role, ideally within SaaS or IT 
• Experience supporting account services, billing, or subscription-based products 
• Exposure to 1st or 2nd line technical support 
• Working knowledge of: 
• Microsoft 365 (Exchange Online) 
• Google Workspace 
• Cloud-based applications 
• Experience using CRM systems (Salesforce, Zendesk or similar) 

Core Competencies 

• Strong problem-solving skills with a tenacious and detail-oriented approach 
• Ability to manage multiple priorities in a fast-paced environment 
• Excellent communication skills with strong customer empathy 
• High level of accuracy, particularly when handling financial or account data 
• Proactive, self-motivated, and team-oriented mindset 
• Fluent English required; additional languages are advantageous