2,668 Customer Success Roles jobs in the United Kingdom

Customer Support Executive

Since its launch in 2014, our client has transformed the way organisations bring the best people onto their boards. By combining technology with human insight, they disrupt traditional search methods to deliver stronger and more diverse shortlists for every role.

About the Role

Our client is looking for a highly professional and personable Customer Support Executive to be the first point of contact for their members, candidates, and clients. You will play a vital role in ensuring that everyone who interacts with our client has an excellent experience. This role is perfect for someone with strong communication skills, attention to detail, and a service-oriented mindset.

Your Key Responsibilities:

• Be the first point of contact for all incoming enquiries via phone, email, and the platform, ensuring they are responded to promptly and professionally.
• Review all role postings on the platform to ensure accuracy, quality, and consistency before they go live.
• Support the processing and evaluation of membership requests and referrals.
• Handle technical membership issues, troubleshooting where possible and liaising with the product team to ensure quick resolution.
• Answer direct calls from the main switchboard, ensuring professional and friendly communication.
• Provide general support to internal teams when needed including some diary management and external scheduling, ensuring smooth day-to-day operations.
• Maintain clear and accurate records of enquiries and escalate issues where appropriate.

Skills and Experience Required:

• Exceptional written and verbal communication skills – confident and professional in dealing with a wide range of stakeholders.
• Strong attention to detail and commitment to quality control.
• Highly organised, with the ability to manage a busy workload and competing priorities.
• Friendly, approachable, and service-driven, with a genuine desire to help people.
• Tech-savvy, with the ability to quickly learn and adapt to new systems.
• Previous experience in customer service, front-of-house, or administrative support is desirable but not essential.

Personal Attributes:

• Conscientious and reliable.
• Calm under pressure and able to manage multiple tasks at once.
• Tenacious, with a positive, can-do attitude.
• Professional, personable, and a natural communicator.

In addition to a great environment, you will receive the following benefits: 25 days holiday; Office closed over Christmas, and bank holidays; Flexible hours and hybrid working; Private health insurance with mental health and dental coverage, and 24/7 access to a private GP; Regular learning and development opportunities.

Job Title: IoT Customer Support Engineer

Company Overview: The Airedale Group are the leading market design, installation, and maintenance provider for commercial kitchens in the UK hospitality and food service industry. We work alongside clients from the initial designs through to bespoke fabrication and installation. Coupled with the largest body of professional maintenance engineers in the country, we offer the complete end-to-end solution to our extensive client base. We have long-standing relationships with many of the biggest multi-site brands in the UK.

Job Overview: We are seeking an experienced customer service professional to join our team The ideal candidate will have strong attention to detail, excellent communication skills, and a deep understanding of customer service principles. This role provides frontline customer support for IoT services, assisting customers with queries and troubleshooting commercial kitchen appliances, IoT devices and networks, and ensuring a high level of customer satisfaction. Familiarity with the catering industry sector and commercial kitchen appliances is preferred/ideal.

Location: Weymouth, Brackley or Halesowen

Key Responsibilities:

• Handle customer queries related to IoT devices, connectivity, and software via Zendesk.
• Troubleshoot and resolve IoT-related technical issues, escalating when necessary.
• Document interactions and update knowledge base articles to assist users.
• Collaborate with internal teams, including engineering and triage, to ensure prompt issue resolution.
• Monitor IoT and kitchen appliance system performance and report on key metrics.
• Assist in customer onboarding and training on IoT system usage.
• Proactively identify any issues within the data and maintain tracking of customer issues.
• Aim to exceed customer expectations by resolving issues promptly and professionally, fostering a positive experience that drives customer loyalty.

Experience Required:

• Experience in a customer support or technical support role.
• Strong Excel user.
• Good analytical skills.
• Familiarity with IoT devices, sensors, and connectivity (WiFi, 4G/LTE, LoRaWAN) is advantageous.
• Flexibility to work weekends on a shared rota.
• Proficiency with customer support tools (e.g., Zendesk).
• Excellent problem-solving and communication skills.
• Ability to work collaboratively in a fast-paced environment.
• Familiarity with the catering industry sector and commercial kitchen appliances is beneficial.

The Airedale Group is expanding rapidly, employing circa 700 people across multiple locations in the UK. This is a fantastic time to be joining the business with opportunities for career progression.

Role: Customer Support Lead

Location: Bristol / Hybrid

About Jugo:

Jugo is the evolution of digital meeting spaces - a powerful layer that transforms standard video calls into high-impact, high-conversion moments. As virtual becomes the norm for over 80% of business interactions, Jugo is the lever that strengthens brand presence and drives conversion in every key moment.

It integrates seamlessly over the tools you already use like Zoom or Teams - and gives hosts the power to truly own the room. Whether you're pitching, presenting, or leading a mission-critical conversation, Jugo ensures your message lands with clarity, confidence, and commercial impact.

Our Meeting Impact Technology is built for customer-facing teams, marketers, and leaders who need to deliver with presence, precision, and persuasion. With cinematic visuals, intelligent flows, and AI-enhanced content impact , Jugo helps any host look remarkable, feel unstoppable, and convert more.

No platform switching. No technical setup. Just pure impact, delivered in the moments that matter most.

Our Vision: To inspire confidence in every individual by reimagining digital communication.

Our Mission: To bring unforgettable experiences to every digital presentation, so any host can turn

their brand, products, and themselves into superstars.

Our Promise: Look remarkable. Feel unstoppable. Deliver with impact. Own the Moment.

The Role:

We’re looking for a Customer Support Lead to help implement and evolve Jugo’s support infrastructure as we scale. Reporting into the Head of Ops, this role is ideal for someone who has been hands-on in a B2B SaaS environment and is now ready to build and develop a technical and commercial support function that is focused, fast, helpful and future-ready from day one.

You’ll help implement our support tooling, write the knowledge base from scratch, and ensure we’re offering seamless, intelligent support to our customers and internal teams as we grow.

Key Responsibilities:

1. Support Infrastructure Setup

• Help implement Zendesk (or similar) as our support hub
• Configure ticket workflows, SLAs, triggers, and macros
• Integrate live chat, email, widget, and social support channels
• Set up internal views, queues, and escalation paths
• Define permissions and business rules for the support platform

2. Knowledge Base & Self-Service Content

• Write and maintain user-facing documentation and FAQs
• Build structured knowledge libraries for both human agents and AI agents
• Create guided support flows for agents to follow
• Work with product, ops, and marketing to ensure accuracy and clarity
• Continuously expand and refine articles based on feedback and ticket trends

3. Customer Support Experience & Process Design

• Design macros and response templates for known queries
• Define support tone, response quality standards, and escalation flows
• Monitor and respond to inbound queries from alternative sources (e.g. social media)
• Flag recurring issues and themes for Product, UX, and Sales teams

4. Customer Data & Tool Integration

• Integrate Zendesk with CRM (e.g. HubSpot) to surface contextual customer data
• Ensure agents can access customer type, plan, and product usage history
• Use tagging and fields to categorize issues by topic, severity, and user segment

5. Measurement & Quality

• Track KPIs such as First Response Time, CSAT, ticket deflection, resolution time
• Set up reporting dashboards and regular insight sharing with Product/UX
• Support quality reviews of ticket handling tone and effectiveness

6. Team Support & Scaling

• Support the hiring, onboarding, and day-to-day coordination of initial support agents (1st and 2nd line, including technical support), or agency equivalents.
• Maintain internal SOPs and onboarding resources.
• Support agent performance reviews, coaching, and QA feedback.

7. Customer Feedback Loop

• Tag and prioritise feedback, bugs, and feature requests
• Maintain a flow of insights between support and Product/Design
• Champion the customer voice in internal road mapping

8. Managed Service Enterprise Client Support

• Provide premium, proactive support for our managed service enterprise clients (e.g. Guinness, Coca Cola, Newcastle United, Paris Saint Germain, Nokia)
• Manage each contracted managed service meeting from preparation through delivery, ensuring expectations are clear, met, and documented
• Liaise with studio, product, and technical teams to resolve issues quickly
• Maintain service quality while building the full SaaS customer support function

Success Metrics:

• Zendesk and support tooling live and fully functional
• Knowledge base sufficiently populated so line agents can resolve 80% of tickets with 80%+ CSAT
• SLAs met for response and resolution times
• Internal teams confident in triage, escalation, and reporting processes
• Customer feedback is structured, visible, and driving product improvement

About You:

You’ll thrive in this role if you:

• Have 5+ years of customer support experience in a fast-moving B2B SaaS environment
• Have experience setting up or scaling tools like Zendesk, Freshdesk, HelpScout
• Write clearly, calmly, and efficiently under pressure
• Know how to recreate and specify technical bugs
• Are organised, pragmatic, and care deeply about end-user experience
• Enjoy working cross-functionally with product, engineering, and commercial teams
• Are proactive and continuously seek to improve systems, not just maintain them

Bonus Points:

• Experience supporting or training AI-driven help agents
• Familiarity with light technical tooling (CMS, bug tracking, admin panels)
• Past experience supporting enterprise customers in a post-sale environment

What We Offer:

• Hybrid working with Bristol office access
• 25 days holiday + public holidays
• Wellbeing and professional development budget
• Opportunity to build a standout support experience from scratch

Why This Role Matters:

Customer support is one of the first human touchpoints our users experience — and how we show up in those moments defines trust. In this role, you’ll help build a thoughtful, scalable support function that empowers agents, delights customers, and strengthens Jugo’s reputation with every ticket.

About the role:

As a Customer Support Executive, you will play a key role in coordinating all dispatch communications with customers to ensure a smooth delivery experience. The role is focused on proactive, outbound customer contact — confirming delivery details, arranging balance payments prior to dispatch, and notifying customers of any delivery changes.

You will also provide aftersales support by handling inbound customer enquiries, resolving issues where possible, and escalating when necessary. This diverse role also provides the opportunity to support our sales team with administrative tasks, contributing to an efficient and well-organised sales process in line with the demands of your primary dispatch and aftersales responsibilities.

This role is ideal for someone who enjoys speaking with customers, thrives on keeping operations running smoothly, and can switch between proactive communication and problem-solving with ease.

The Role and Accountabilities:

·   
Dispatch Coordination & Customer Communication

Make outbound calls to customers to:

• Arrange final balance payments so products can be dispatched
• Confirm customers are ready to receive goods at the agreed date and location
• Notify customers promptly of any delays or changes to delivery schedules
• Maintain accurate records of all dispatch communications in the system
• Liaise with internal teams to resolve dispatch issues quickly and efficiently

2. Customer Support – Aftersales:

• Handle inbound customer calls and emails, providing first-line support
• Resolve issues where possible or escalate to the relevant team for resolution
• Document recurring issues and contribute to process improvements
• Collaborate with technical support to build shared knowledge resources

3. Sales Administration Support

• Support the sales team with quotes, order details, and post-call follow-up tasks, contributing as capacity allows within the demands of your primary responsibilities
• Assist with smooth handling of low-tier sales projects where needed
• Ensure all documentation and systems are updated accurately and promptly

Qualifications and experience:

• Excellent telephone manner with the ability to listen attentively, empathise, and accurately record key information
• Professional and clear communication skills, both verbal and written, suitable for customer-facing and internal interactions
• Strong organisational skills with the ability to manage multiple tasks and priorities effectively, particularly in dispatch coordination
• Fast and accurate data entry, with attention to detail in updating customer and dispatch records
• Self-motivated, resilient, and conscientious team-player who can act independently when required
• High level of agility in providing proactive support to customers and internal teams, adapting quickly to changing demands
• Problem-solving mindset with the ability to identify issues early and escalate when necessary
• Proficient in MS Outlook, MS Word, MS Excel, and CRM systems; able to quickly learn and navigate internal systems
• Previous experience in customer support, sales support, or dispatch coordination is highly desirable

What we value…

As an employee-owned business, our mission is driven by our three Guiding Principles - Values-led Culture, Innovation and Long-term Sustainability. These principles guide our Directors, Trustees and Co-owners in their decision-making and activities.

To succeed, you will need to demonstrate that your values and behaviours are aligned with our five values – Ownership, Focus, Professionalism, Resilience and Pride - each associated with specific behaviours. Together, they create an atmosphere where personal growth is encouraged, nurtured, and recognised.

The Package…

Working hours: Monday-Friday 8.30am-5pm

Location: Bourton on the Water

Salary: £25,000-£8,000 Depending on experience

• Company Profit Share – First £3,6 tax free

• Assistance & Wellbeing Plan

• Life Assurance

• Health Cash Plan

• Additional Holiday

• Long Service Awards

• Co-owner Events

• Electric Vehicle Lease & Tax Saving Scheme

• Cycle to Work Scheme

Are you right for us – are we right for you?

Please apply by sending your CV and cover letter to Natalie Moss  and tell us why this is the right role for you.

Hi, we're Bloom & Wild. We don't just send flowers. We help our customers to care wildly. Caring wildly is celebrating the little things we all do for each other every day. Not just the big occasions. It's being there for the highs. Stepping up for the lows.

We care wildly about people and our planet. Which is why we're so proud to be a certified B Corp – committed to making long-term positive change for our community, and the world around us.

Founded in 2013, our mission back then was to make sending and receiving flowers the joy that it should be, by harnessing technology, brand and letterbox delivery. We announced £75 million Series D funding in 2021 and that same year acquired bloomon in The Netherlands and Bergamotte in France. Together, we've fulfilled and delivered over 20 million orders (and counting), making us the largest direct to consumer flower business in Europe.

Now home to a family of 3 beautiful brands, we're driven by our vision to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination.

Customer Delight Team @ Bloom & Wild Group

With the same care we are watering our flowers and arranging our beautiful bouquets, we are looking after our customers and helping them out.

• Do you love to be in contact with people, take problems seriously, and strive for solutions?
• Do you have a friendly personality and like to make people happy?
• Are you proactive and like to work in a dynamic environment?

Join our Customer Delight Team as a Customer Delight Associate and bring joy to customers' days with every interaction

In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands (can be London or Amsterdam based), delivering exceptional service that leaves a lasting impression. As a part of both the Dutch and UK teams you'll handle requests from both Dutch-speaking and English-speaking customers, requiring flexibility and adaptability to meet diverse needs. In this role, you will be responsible for our Dutch and British customers via email, whatsapp and phone. From time to time we will also ask you to jump into our German email queues (you can answer in English or Dutch, we are working with a great translation tool).

You will also be responsible for coordinating Dutch deliveries in the Netherlands and you will be in contact with logistics partners to provide our customers with up-to-date information. It is essential that you can think in a solution-oriented way and are able to act independently. For this position, it is also a must that you are empathetic and can put yourself in our customers' shoes. You will carry out varied work and be given a lot of responsibility straight away.

We are a hybrid team working across the UK, Netherlands and Germany and take time to regularly connect remotely and in person.

Please note that this role requires fluent German language skills.

• What you'll be doing:

• A typical day sees you actively engaging with customers through various channels in Zendesk, working to resolve their issues, communicating with colleagues on Slack for support, and completing associated admin duties

• You'll also spend part of your week attending company and team meetings, sharing feedback with colleagues, and spending time with your manager evaluating your performance and working on growth opportunities within your role
• Working hours for this role will be with shifts between 08:00 and 19:00 (GMT) Monday-Sunday and may change when required to match the business needs. This also includes bank holidays. Flexibility is required for this role. We expect you to work at least one evening shift per week and in a pattern across weekends too.

• • Strong verbal communication and writing skills in German (fluent) as well as English as you will work to support customers in both languages
• A background in a customer service-oriented position is a plus
• Comfortable working towards quality and productivity targets
• A solution-oriented and friendly attitude as well as a kind nature
• Proactive and definite 'can do' attitude.
• These are some of the skills and experience we think will enable success in this role, but please don't worry if you are missing some of these. We're committed to building a team made up of different strengths, skills and experiences, so if you're excited about our values, passionate about what you do and would like to join us in doing things more thoughtfully, we'd love to hear from you.

Belonging @ Bloom & Wild

We know that we learn through our differences, and building a diverse team has always been central to creating the best experience for our customers. We value all backgrounds, perspectives, ideas and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team. Our champions community actively advances our culture of inclusion and belonging, which is organised around 8 pillars of diversity. These cross-business networks offer additional opportunities for connection, education, support and celebration, and ensure that inclusivity continues to be embedded in our ways of working.

Our ways of working

We really believe in the power of connection. For us that looks different depending on the team you work in. Some of our teams work together in person every day, whereas others may connect in person every quarter.

We also believe in flexibility that supports you, the work you do, and your team. How much you work from home and from our office depends on a balance of those needs, and you'll agree this with your manager.

Whether it's through a shared project, a learning and development opportunity, or an afterwork social - we trust our teams to make the right decisions (for them and us) about where and how they work each day.

We're big on collaboration, empathy, knowledge sharing and growth, and our values drive our priorities every day:

Lead change for good: we have the guts to try new things and step up to do what matters most

Think deeply, act swiftly: we make sure there's thoughtful rationale behind our approach and always act swiftly to implement ideas

Care wildly: we pour care and creativity into everything we do and pay attention to the things that make a difference

Stay open, be curious: we're open about what we're doing and why, and we welcome challenges from each other

Work that works for you

To care wildly for our customers, firstly we care wildly for our teams. We work hard to craft a culture of thoughtfulness and care, where there is a strong sense of inclusion and belonging, enabling all of our people to thrive and be successful each day.

Our perks and benefits include:

25 days holiday + your birthday + flexible bank holidays, & option to buy additional holiday each year

1 Volunteering day each year

Enhanced family leave and a workplace nursery scheme

A flexible training framework for every stage of your career

Irresistible discounts on our products, blooms & subscriptions

Share in our success with a choice to take equity options from day 1

For more information on our perks & bens, please see

Getting hired

We know that job searching can be daunting, and we want to do everything we can to ensure that your experience with us is a good one. Interviewing is a 2-way process, and we're keen to answer all of the questions you have, so that you can be sure (and excited) that we're the right move for you.

We believe in leading change for good, so if there's anything that we can do to help you flourish throughout your application process with us, or if you have any feedback, please share this with us anonymously here so we can use this to improve your experience.

Company Overview

MyGraduationClip specialises in capturing and preserving graduation moments through innovative video and photography technology. Our mission is to create reliable, user-friendly products that enhance the graduation experience for students, families, and institutions. As a rapidly growing company with a small, agile team, we value curiosity, innovation, and a collaborative spirit. MyGraduationClip services a large number of institutions across multiple continents - aiming to provide the best experience possible in all corners of the globe.

Role

We are seeking a Customer Support Specialist to be the first point of contact for our clients and event participants. You will handle inbound queries via email and our ticketing system, ensuring issues are resolved quickly, accurately, and with a friendly tone.

Reporting to the Operations Lead, you'll not only answer queries but also help improve FAQs, flag recurring issues, and support operational delivery. During quieter months you'll work consistent part-time hours (between 10 to 20 hours per week), and during peak graduation season (June–August) you'll have the opportunity to flex up with additional hours.

Key Responsibilities

Inbox & Ticket Management

• Respond to inbound queries via email and ticketing system.
• Resolve routine issues such as video/clip delivery problems, event info requests, and user payment questions.
• Escalate B2B or complex queries to the Customer Relationships Manager or Ops Lead.

Customer Experience

• Deliver a warm, approachable, and supportive tone in all communication.
• Aim for "first-time resolution" — solving the problem fully in each reply.

Support Processes & FAQs

• Use existing templates and FAQs to speed up responses.
• Contribute new FAQs and improve templates as recurring issues arise.
• Share insights on common queries with the Ops Lead to help improve systems.

Downtime Activities

• Support quality checks on video/clip outputs to catch issues early.
• Assist Ops Lead with light delivery/admin tasks (e.g., asset organisation, event prep checklists).
• Prepare for peak season by building templates, automations, and onboarding resources.
• Support the wider team by testing new features and providing root cause analysis for recurring issues.

About You (Required)

• Customer-focused — you always put customers first, treating queries, complaints and refunds with the respect and detail that they deserve from a company like MyGraduationClip
• Warm communicator — especially in writing, with a friendly, approachable style.
• Organised — aiming for inbox zero You endeavor to give every query a full and complete response
• Problem-solver — you solve all queries fully, and take initiative to investigate beyond the surface level question.
• Proactive — you work to improve FAQs, spot patterns, and suggest process improvements. All of which will improve the support we can provide to our customers.
• Adaptable — steady in quieter months, flexible to work extra hours during the busy summer season.
• Ownership mindset — comfortable being the first point of contact and driving support tasks to completion with minimal oversight.
• Experience with Google Workspace (Gmail, Google Docs), and Slack or equivalent.
• Minimum 2 years of experience in a customer support role as part of a small team.

Useful to have

• Background in supporting digital media product (video content, image assets, etc)
• Experience with video editors such as DaVinci resolve or Premiere Pro
• Experience building or improving FAQs, macros, or template responses.

Key Performance Indicators (KPIs)

• Response Times: Inbox managed daily, within agreed turnaround targets.
• First-Time Resolution: Majority of issues resolved fully without back-and-forth.
• Customer Satisfaction: Positive feedback on support interactions.
• Efficiency & Insights: Recurring queries reduced through better FAQs and processes.

Job Type: Part-time

Pay: £15.00-£18.00 per hour

Expected hours: 10 – 20 per week

Benefits:

• Company pension
• Flexitime
• Gym membership
• Health & wellbeing programme

Application question(s):

• Are you located within 20 miles of Carterton, Oxfordshire?
• Do you have experience documenting processes and improving FAQs?

Experience:

• Customer support: 2 years (required)
• Google Suite: 1 year (preferred)

Language:

• English (required)

Work Location: Hybrid remote in Carterton OX18 1AD

Role: Customer Support Executive (SaaS)

Location: Commutable to Witney (OX28)

Salary: £25,000 - £27,000

Job Type: Full Time, Permanent, Hybrid

A fantastic opportunity has arisen within our UK based Customer Support team for an enthusiastic and self-motivated Customer Support Executive to join us. You will be working as part of a dedicated Support team, responding to and resolving system queries for our impressive customer base.

Webexpenses is a global FinTech company and we were one of the first companies to bring SaaS applications to the market, disrupting how organisations handle employee expenses. Headquartered in the UK we also have offices in Australia, clients in over 70 countries and over 300,000 users of our software. Private equity backed and as we continue to grow our business, launch new products and develop our people, now is an exciting time to be joining our team.

In this role you will act as the first point of contact for our customers, providing them with the best experience of Webexpenses. You will complete operational activities associated with incoming customer support, including receiving, checking understanding, logging, taking ownership and resolving enquiries. Quite simply, you will provide excellent support to our customers so that they can focus on their job and not on their expenses.

We are looking for candidates who have:

• Dedication and experience in providing outstanding customer service and support.
• Experience of working with helpdesk software (advantageous).

To help you to succeed in your role we will provide you with:

• A buddy when you join and a supportive team.
• Structured induction plan with comprehensive training.
• Ongoing learning and development.

In return we offer:

• Ongoing learning and development including monthly study days.
• A range of benefits including 25 days holiday (rising to 26 days), an additional day off on your birthday, private medical insurance, group life cover, family friendly policies, retail discount scheme, EAP scheme and volunteering days.
• This is a full time, permanent role based in the UK. Our team work to a hybrid model and you must therefore be able to commute to our office (OX28 postcode) 2-3 days per week.

This position is based in the UK and candidates must therefore have the legal right to live and work the UK.

Please note that we are unable to provide visa sponsorship.

Webexpenses is an equal opportunities employer, and we encourage applicants from diverse backgrounds to join our team. Key to this role is an awareness of data privacy and security as you will be dealing with sensitive employee data in accordance with our security policies .

Role: Customer Support Advisor

Location: London W1U 2AU (with hybrid working after completion of training)

Salary: £27,020.00 per annum plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: hours PW Sunday-Thursday

Expert Heath Ltd has over 15 years of experience in leading the way in Digital Medicine. Our mission is to achieve excellence in delivering personalised and accessible healthcare on a large scale. Our algorithms are the basis of our patient-facing digital consultations and clinician-facing decision-making tool. Our algorithms power brands such as LloydsPharmacy Online Doctor, Well Online Doctor and Sexual Health London.

Role Purpose

In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for a 6-8 week training period Monday to Friday, this position will transition to hybrid/contracted working pattern once training is complete. Your contracted working pattern is Sunday-Thursday.

What's in it for you?

Occupational sick pay

Enhanced maternity and paternity pay

Contributory pension

Employee discount site

Employee assistance programme

In-house mental health support

Health and wellbeing initiatives

Social events throughout the year

Cycle to work scheme

Green car scheme*(subject to minimum earnings)

Registration fees paid (GPhC, NMC, CIPD etc)

Long service bonus

Hybrid working

Commitment to CPD/training

25 days annual leave

25% Discount & health & beauty purchases

25% Discount on Pharmacy2U Private Online Doctor Services

What you'll be doing?

• Deliver a discreet, responsive, and efficient service to patients.
• Prioritize patient safety and uphold the highest standards of care.
• Collaborate as part of a fast-paced, high-energy team.
• Manage high volumes of patient inquiries with accuracy and empathy.
• Confidently engage with patients over the phone, focusing on first-contact resolution.
• Use the secure internal messaging system as the primary communication tool for patient responses.
• Operate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collection.
• Allocate lab test results to patients and assist them in arranging relevant treatments as needed.
• Coordinate with pharmacies, labs, and GP surgeries to support patient care.
• Report and address any operational or service-related issues impacting patient satisfaction.
• Investigate and resolve complaints received via multiple channels, including secure messaging.
• Oversee patient identity verification checks through an external partner.
• Follow policies and procedures related to NHS partnerships.
• Serve as the 'voice of the customer' in business projects and expansion initiatives.
• Work cross-functionally with various departments to represent Online Doctor.
• Triage calls to other business areas as appropriate.

Who are we looking for?

• Experienced in customer service with at least 2 years in a call centre or customer facing role.
• Confident communicator who thrives on resolving patient queries over the phone and via secure messaging.
• Empathetic and energetic personality with a strong commitment to delivering first-contact resolution.
• Organised and self-motivated, able to manage high volumes of patient interactions with precision and care.
• Tech-savvy with solid skills in Outlook, Excel, Word, MS Teams, and CRM systems.
• Healthcare-aware — prior experience in a medical or digital health setting is a plus.
• Detail-oriented problem solver who can investigate complaints and support operational improvements.
• Team player ready to collaborate across departments and represent the voice of the patient in business initiatives.

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

Customer Support Director | Proactis | Hybrid (Reading, UK)

Shape. Lead. Elevate.

At Proactis, we're redefining how organisations manage spend, suppliers, and efficiency through our powerful Source-to-Pay (S2P) SaaS solutions. Now, we're looking for a
Customer Support Director
to lead, inspire, and scale our global support organisation.

This is your opportunity to build a best-in-class support function that drives customer satisfaction, retention, and growth across a rapidly expanding SaaS business.

Join Proactis – Shape the Future of Customer Support

At Proactis, we empower mid-market and enterprise organisations to control spend, streamline procurement, and strengthen supplier relationships with cutting-edge technology. With a footprint across the UK, Europe, and North America, we're on a mission to be the
most trusted partner in spend management
.

We're proud of our
collaborative culture
, our commitment to
diversity, equity, inclusion & belonging (DEIB)
, and our focus on employee wellbeing — including our global
Mental Health First Aid community
.

The Opportunity – Customer Support Director

This is your chance to
lead, innovate, and inspire
As our Customer Support Director, you'll:

• Define and deliver a
  global support strategy
  that grows with our business.
• Lead and mentor
  diverse teams
  — Support Managers, Engineers, and Agents — across multiple regions.
• Drive
  operational excellence
  with clear KPIs, SLAs, and performance metrics.
• Embed a
  customer-first mindset
  that boosts satisfaction, NPS, and retention.
• Partner cross-functionally with Product, Engineering, and Implementation to
  enhance outcomes
  .
• Introduce
  AI, self-service, and automation tools
  to elevate service quality and efficiency.

Your leadership will directly shape
how customers experience Proactis worldwide
.

Who We're Looking For

• 7–10+ years leading
  large, multi-level support organisations
  in SaaS or enterprise software.
• Proven track record improving
  CSAT/NPS and driving customer retention
  .
• Strong leadership presence and the ability to
  influence senior stakeholders
  .
• Experience implementing
  support automation, knowledge bases, and process improvements
  .
• Exceptional
  communication and empathy
  — you listen, lead, and lift others.

What We Offer

• Hybrid working model:
  Flexibility with some presence at our Reading HQ.
• Career growth:
  Pathway to VP Customer Success / Chief Customer Officer.
• Leadership development:
  Executive coaching, certifications, and continuous learning.
• A
  people-first culture
  where success is shared, celebrated, and recognised.

If you're ready to
make an impact at a global SaaS leader
, elevate customer experience, and grow with a company that values people first,
Proactis is the place for you