Customer Support Specialist – SaaS Platform

About the role

Join Formation Technology as a Customer Support Specialist on a hybrid basis, supporting our leading SaaS platform for worker entitlement schemes. You will be the primary point of contact for clients, ensuring swift resolution of technical queries and delivering a high‑quality customer experience.

Key responsibilities

• Manage customer queries via helpdesk, email and phone, providing timely and professional responses.
• Take full ownership of support tickets from initial contact through to resolution.
• Troubleshoot platform issues, collaborate with Application Support, QA, Product and Engineering teams.
• Maintain accurate documentation of all interactions and contribute insights for product improvement.
• Leverage AI tools to improve efficiency and communication.

Required profile

• Excellent communicator – clear, empathetic and professional.
• Passionate about customer service and building long‑term relationships.
• Analytical mindset with strong attention to detail.
• Highly organised and able to manage multiple priorities in a fast‑paced environment.
• Proactive, curious and eager to learn.
• Strong problem‑solver who takes ownership of outcomes.

Required skills

• SQL (basic knowledge or willingness to learn).
• Experience with helpdesk tools.

What we offer

• Hybrid work arrangement with up to two days remote per week.
• Opportunity to work with cutting‑edge SaaS technology.
• Collaborative environment with cross‑functional teams.