Hard Shoulder
Customer Support Executive
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About Hard Shoulder
Hard Shoulder is the UK app that gets drivers moving again. With a few taps, drivers, insurers, dealerships and fleet operators can book verified mobile tyre fitters, recovery trucks and vehicle transporters near them. We match each job by location and take payment in the app by card, Apple Pay, Google Wallet or Klarna.
We work nationwide across the UK and partner with insurance providers and businesses. We're a small, fast-moving remote team, and every person we hire shapes how the product and company grow.
Customer Support Executive
Remote (UK) · Full-time, rota including some evenings and weekends · Entry level · £24,000–£28,000
About the role
Our customers usually contact us when something has gone wrong with their car. You'll be the friendly, capable voice who sorts it out. You'll help drivers, business customers and providers by chat, email and phone, and your insights will shape how we improve the app.
What you'll do
- Answer customer and provider questions by live chat, email and phone
- Help with bookings, payments, refunds, Klarna questions and account issues
- Pass urgent live jobs to the Operations team straight away
- Handle complaints fairly and follow them through to a resolution
- Keep our help centre articles and saved replies up to date
- Tag and report common issues so the product team can fix the root cause
- Meet service targets for response time and customer satisfaction
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What you'll bring
- 1+ year in a customer-facing role such as support, retail, hospitality or a contact centre
- Clear, warm and professional writing and phone manner
- Patience and empathy with stressed or frustrated customers
- Good with technology and quick to learn new tools
- Reliable, self-motivated and happy working from home
Nice to have
- Experience with Zendesk, Intercom, Freshdesk or similar
- Experience in motoring, insurance or travel support
- A second language
What we offer
- Fully remote within the UK, with flexible hours around core collaboration time
- Generous holiday allowance plus bank holidays
- Share options in a growing company
- Home-office setup budget and a laptop
- Annual learning and development budget
- Company pension
- Regular in-person team meet-ups
- A chance to build a product that helps people when they're stuck at the roadside
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How to apply
Apply with Easy Apply on LinkedIn. If you have questions, email info@hardshoulderapp.com. Our process: a 30-minute intro call, a practical task or case discussion, then a final conversation with the founders. You must have the right to work in the UK.
We encourage you to download the Hard Shoulder app on iOS or Android and get familiar with it before you apply. Knowing the product will help you in your interview.
Hard Shoulder is an equal opportunity employer. We welcome applications from everyone, whatever their background, and we'll make reasonable adjustments at any stage. Just let us know what you need.
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