Rockstar
Customer Success and Support Specialist
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Job Title: Customer Success Professional
Company Overview
Rockstar is recruiting for a company that provides software solutions for urban forestry and asset management, helping communities manage trees and green spaces. They are a small, global team with a product that delivers real environmental impact. The company is seeking a UK-based customer success professional to be the primary support contact for their UK and Ireland customers.
About the Role
The person in this role is the day-to-day face of the company for UK and Ireland customers: the person who picks up the phone, resolves their tickets, gets them onboarded, and checks in to make sure they are getting value from the software platform. They also work the global support queue, triaging what comes in overnight from North America and the rest of the world and clearing the Tier 1 and straightforward Tier 2 tickets they can. UK customers are their focus and their phone line. The whole customer base is their queue.
This is a people-first role. They do not need to be a database expert; the Tier 2/3 team handles deep data work. They need to be great with customers, quick to learn software, and organised.
What You'll Do
Frontline Support
- Own UK phone and email support during UK business hours and resolve Tier 1 tickets in Zendesk to agreed service levels.
- Triage the global queue each morning: resolve Tier 1 and straightforward Tier 2 tickets for any region, and route the rest with a clear write-up.
- Handle common configuration and how-to requests directly in the software platform's admin tools (users, fields and forms, layers, reports).
- Use the company's AI-assisted support tooling to draft responses, applying their own judgement before anything goes to a customer.
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Onboarding and Training
- Guide new UK customers from signed contract to confident daily use: kickoff, setup check-ins, and go-live support.
- Deliver onboarding, training, and refresher sessions, and support mobile application adoption with UK field teams.
- Coordinate with Professional Services on data imports and complex configurations, keeping the customer informed.
Customer Success
- Hold regular check-ins with UK accounts, surface issues early, and share relevant new features.
- Track UK account health and renewal timelines, flag risk, and work renewals with the CS team and the company's UK reseller partner.
- Log meetings and account context in HubSpot, and coordinate on invoicing and past-due follow-up for UK accounts.
What You'll Need
Must Have
- 2+ years in a customer-facing software role: support, customer success, onboarding, training, or account management.
- Confident on the phone and on camera, including with senior council staff. Plain-English explanations, calm under pressure.
- Quick to learn software and comfortable configuring a SaaS application through its admin settings; solid with spreadsheets.
- Experience with a ticketing or CRM system (Zendesk and HubSpot preferred).
- UK based, able to cover UK business hours with occasional overlap with the North American team, and set up as an independent contractor (sole trader or limited company).
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Nice to Have
- Background in arboriculture, urban forestry, local government, or environmental or asset management.
- Familiarity with GIS or spatial data (shapefiles, QGIS or ArcGIS, British National Grid).
- Any exposure to SQL, database tools, or data imports. A plus, not a requirement.
Engagement Details
- Structure: Independent contractor engagement, or employment through the company's UK employer-of-record partner, at approximately 35 to 40 hours per week, ongoing with an initial review period.
- Compensation: $26 to $32 USD per hour (approximately £19 to £24), set to be equivalent in total cost across either structure.
- Work style: Remote-first work with a small global team and a product that does real good in real communities.
Why Join Us
The company is an equal opportunity employer. They welcome applicants of all backgrounds.
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Jessica, London
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