Haystack
Customer Support Specialist
United Kingdom
$26 – $32/hr
Posted about 22 hours ago
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We're hiring for a company that provides innovative software solutions for urban forestry and asset management, empowering communities to effectively manage their trees and green spaces. This is a unique opportunity to join a small, global team dedicated to making a tangible environmental impact.
The Role
- Serve as the primary support contact for UK and Ireland customers, managing phone and email inquiries during UK business hours.
- Triage the global support queue each morning, resolving Tier 1 and straightforward Tier 2 tickets and clearly documenting issues for escalation.
- Handle common configuration requests and provide "how-to" guidance directly within the software's administrative tools.
- Utilize AI-assisted support tooling to draft responses, applying professional judgment before customer communication.
- Guide new UK customers through the onboarding process, from contract signing to confident daily use.
- Conduct regular check-ins with UK accounts to proactively identify issues and communicate new feature benefits.
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What You'll Need
- A minimum of 2 years of experience in a customer-facing software role, such as support, customer success, onboarding, training, or account management.
- Excellent communication skills, with the ability to explain technical concepts clearly and calmly, even when interacting with senior stakeholders.
- Aptitude for quickly learning new software and comfort in configuring SaaS applications via admin settings, with strong spreadsheet skills.
- Prior experience with ticketing or CRM systems; Zendesk and HubSpot experience is a plus.
- A background in arboriculture, urban forestry, local government, or environmental/asset management is advantageous.
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What's On Offer
- Competitive hourly compensation ranging from $26 to $32 USD per hour.
- The opportunity to work remotely as part of a small, dedicated global team.
- A role with significant environmental impact, contributing to the management of community green spaces.
- An independent contractor engagement or employment through a UK employer-of-record partner.
Apply via Haystack today!
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