Customer Support Specialist
at Exact Sourcing Ltd · Cambridge, Cambridgeshire
About this role
Headquarters: Cambridge, Cambridgeshire
Our client a fast-growing company providing a Saas solution for Accounting Teams. They are looking for a Customer Support Specialist with an accounting background to help the users of their software. You will handle support tickets create help content and work with tools like Gainsight PX to support customers. It may be you are working in accounts at the moment, with an interest or experience in supporting customers, and an interest in Technology solutions.
Key Responsibilities for the Customer Support Specialist:
- Respond to customer inquiries via chat, email, and ticketing systems
- Troubleshoot and escalate product issues
- Create and update help articles and tutorials
- Analyse user behaviour and support Customer Success using Gainsight
- Collect feedback to help improve the product and user experience
Requirements for the Customer Support Specialist:
- 2+ years in customer support, customer success, or educational content
- Strong communication, problem-solving, and organizational skills
- Experience with Microsoft 365/SharePoint
- Accounting background or experience with accounting software/workpapers
- Bonus: SaaS experience, content performance tracking, or UX knowledge
What We Offer for the Customer Support Specialist :
- Competitive pay and benefits
- Fully remote work
- A chance to shape customer experience and content strategy
- Supportive, collaborative team making an impact in the accounting industry
By applying for this Customer Support Specialist role, you are agreeing to your CV being held on our database, stored confidentially and securely. Your CV details will be used and kept only to provide recruitment services from us. We will only send your details to clients once discussed with you and your data will not be shared with any other third party. You can ask for the deletion or correction of your data, or to opt out of this service at any point by informing Exact Sourcing.
We very much look forward to hearing from you and will be reviewing all applications over the next 2 to 3 weeks. If you are selected, we will be in contact and if not, we will be keeping your details on file for any future vacancies.
Exact Sourcing is an equal opportunities employer.
To apply: https://weworkremotely.com/remote-jobs/exact-sourcing-ltd-customer-support-specialist
Why we flagged this for parents & caregivers
FlexCareers scored this listing 58/100 on parent-friendliness based on the language the employer used in their own posting. We picked up signals on: fully remote. Read the application page closely and ask about parental leave, expected meeting hours, and core overlap windows during your first conversation. Employers who answer those questions clearly are usually the ones who'll respect the boundaries later.
Questions worth asking before you apply
- What are the required core hours of overlap, and which timezone are they in?
- How is on-call or after-hours coverage handled?
- What does parental leave actually look like — duration, pay, ramp back?
- What's the expected response time on Slack / chat outside of meetings?
- How does the team handle a sick kid day or a school pickup window?