3,309 Support Roles jobs in the United Kingdom

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

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve customer issues, providing accurate information and effective solutions.
• Escalate complex issues to appropriate departments when necessary, ensuring follow-up.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify and report trends in customer inquiries to help improve products and services.
• Proactively engage with customers to ensure their needs are met and their experience is positive.
• Provide information about our client's products, services, and policies.
• Assist with onboarding new customers and provide ongoing support.
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Contribute to the development of support documentation and FAQs.
• Handle customer feedback and work towards customer retention and satisfaction.
• Ensure all customer data is handled in accordance with privacy policies.
• Uphold company standards for service quality and professionalism.
• Adapt to new tools and processes as the company evolves.
• Contribute to a positive and productive team atmosphere.

• Previous experience in a customer service or support role is essential.
• Excellent communication and interpersonal skills, with a friendly and patient demeanor.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a genuine desire to help people.
• Ability to work collaboratively within a team.
• Good understanding of basic IT troubleshooting.
• Flexibility to adapt to changing customer needs and service demands.
• Demonstrable ability to remain calm under pressure.
• Commitment to delivering outstanding customer service.
• Basic knowledge of the industry our client operates in is a plus.

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Troubleshoot and resolve customer issues related to orders, accounts, and product usage.
• Provide detailed product information and guidance to customers.
• Process returns, exchanges, and refunds according to company policy.
• Escalate complex issues to appropriate departments or senior support staff when necessary.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Identify trends in customer inquiries and provide feedback to management for service improvement.
• Educate customers on product features and benefits.
• Handle customer complaints with patience and professionalism, aiming for first-contact resolution.
• Contribute to building a positive and supportive team environment.

• Proven customer support experience, preferably in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively.
• A positive attitude and a genuine desire to help customers.
• Ability to remain calm and professional under pressure.
• Basic computer literacy and familiarity with online platforms.
• High school diploma or equivalent; further education or certification is a plus.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, ensuring high levels of customer satisfaction.
• Provide accurate information about products, services, and policies.
• Document customer interactions and resolutions in the CRM system.
• Escalate complex issues to senior support staff or relevant departments.
• Identify and suggest improvements to customer service processes.
• Maintain a deep understanding of company products and services.
• Assist with customer onboarding and account management tasks.
• Follow communication procedures, guidelines, and policies.

• Proven customer support experience or experience as a client service representative.
• Excellent communication and interpersonal skills.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and standard office software.
• Ability to multitask, prioritize, and manage time effectively.
• High school diploma or equivalent; college degree is a plus.

• Respond promptly and professionally to customer inquiries received via phone, email, and live chat.
• Identify and assess customer needs to achieve satisfaction, providing accurate information and effective solutions.
• Troubleshoot and resolve customer issues related to orders, products, deliveries, and account management.
• Process returns, exchanges, and refunds in accordance with company policies.
• Educate customers on product features, services, and policies.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Collaborate with internal teams (e.g., logistics, sales, technical support) to resolve complex customer issues.
• Identify trends in customer inquiries and provide feedback to management for service and product improvements.
• Contribute to the creation and maintenance of customer support documentation and FAQs.
• Strive to meet and exceed key performance indicators (KPIs) for customer satisfaction, response times, and resolution rates.
• Handle escalated customer complaints with patience and professionalism, aiming for first-contact resolution where possible.
• Represent the company's brand and values in all customer interactions.

• Previous experience in a customer service or customer support role is essential.
• Excellent verbal and written communication skills, with a clear and friendly tone.
• Strong active listening and empathy skills, with the ability to understand and address customer concerns.
• Proficiency in using CRM software and other customer support tools.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A proactive approach to problem-solving and a commitment to finding solutions.
• Team player with the ability to work collaboratively with colleagues.
• Adaptability and willingness to learn about new products and services.
• Experience with e-commerce platforms is advantageous.
• High school diploma or equivalent; further education or certifications in customer service are a plus.

• Respond to customer inquiries and resolve issues efficiently and professionally via phone, email, and chat.
• Troubleshoot technical problems and provide clear, step-by-step solutions.
• Escalate complex issues to the appropriate internal teams when necessary.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Educate customers on product features and best practices.
• Gather customer feedback and report recurring issues to the product development team.
• Contribute to the creation and maintenance of helpdesk documentation and FAQs.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction and resolution times.
• Collaborate with team members to share knowledge and best practices.
• Assist with customer onboarding and training sessions as needed.

• Previous experience in a customer service or technical support role is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Familiarity with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a positive attitude when dealing with customers.
• Proficiency in Microsoft Office Suite.
• Ability to work effectively both independently and as part of a hybrid team.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues related to products and services.
• Provide accurate information about product features, usage, and troubleshooting steps.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Identify and report recurring customer issues and feedback to management.
• Contribute to the development of knowledge base articles and support documentation.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Adhere to company policies and service level agreements (SLAs).
• Proactively identify opportunities to improve the customer experience.

• Previous experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively.
• Patience, resilience, and a customer-centric attitude.
• Familiarity with common software applications and troubleshooting.
• A team player with a positive attitude.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Provide accurate product information and technical support to customers.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Process customer orders, returns, and exchanges according to company policies.
• Escalate complex customer issues to supervisors or relevant departments.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify opportunities to improve customer satisfaction and service processes.
• Gather customer feedback and relay it to the relevant teams.
• Ensure a high level of customer retention through excellent service.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; further education or certification in a relevant field is a plus.
• Minimum of 1-2 years of experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using computers and basic software applications.
• Familiarity with CRM systems and ticketing software is advantageous.
• Ability to multitask, prioritise, and manage time effectively.
• A genuine passion for providing outstanding customer service.
• Ability to remain calm and professional under pressure.
• Team player with a positive attitude.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate product and service information to customers.
• Troubleshoot and resolve customer issues efficiently.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments when necessary.
• Identify opportunities to improve customer service processes.
• Gather customer feedback and relay it to relevant teams.
• Maintain a high level of customer satisfaction.
• Collaborate with internal teams to resolve customer issues.
• Stay up-to-date with product knowledge and company policies.

• Previous experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using CRM software and ticketing systems.
• Ability to multitask and manage time effectively.
• Patient and empathetic approach to customer interactions.
• High school diploma or equivalent required.