Product Support Specialist

Description

The Product Support Specialist will be at the heart of the customer experience, helping subcontractors manage compliance and workforce operations on the Onetrace platform. The role involves solving problems, sharing knowledge, and ensuring every interaction is clear and impactful. The specialist works closely with customers, product, and internal teams to surface feedback and influence improvements as the business scales.

• Be the voice of Onetrace for customers, building strong relationships across email, chat, and phone while delivering fast, thoughtful, and human support.
• Develop deep expertise in the Onetrace platform, common customer challenges, and real-world use cases, owning issues end-to-end through resolution.
• Proactively identify customer needs, troubleshoot issues, recommend solutions, and confidently escalate complex cases to ensure nothing falls through the cracks.
• Capture customer insights, bugs, and feedback, collaborating with Product, Engineering, and Commercial teams to influence product development and sprint prioritisation.
• Maintain and evolve macros, workflows, and processes to continuously improve support, elevate the customer experience, and meet operational KPIs.
• Keep customer records accurate and up to date in Intercom, ensuring visibility across teams and seamless collaboration.
• Act as a key point of contact in the absence of the Customer Success team, providing support as needed.
• Translate complex or technical concepts into clear, simple language for customers and internal teams.

Requirements

• Background in supporting customers in a SaaS environment, using help desk and remote support tools like Intercom to manage conversations end-to-end.
• Experience in omnichannel customer support, including live chat, email, and phone, with a focus on live chat and exposure to multiple channels.
• Strong product and technical aptitude; ability to understand SaaS platforms, troubleshoot issues, and quickly adapt as the product evolves.
• Strong customer advocate who takes ownership of issues end-to-end, communicates complex outcomes clearly, and drives positive CSAT results.
• Consistently deliver high-quality customer support with professionalism, clarity, empathy, and resolve cases within agreed SLAs.
• Naturally curious, resourceful, and collaborative; enjoys learning, solving problems, and sharing insights with Product, Design, and Customer Success.
• Experience identifying opportunities to add value for customers, including upsell and cross-sell, and ensuring they reach the right team while providing exceptional product support.
• Apple MacBook and tech accessories.

Benefits

The role follows a hybrid working model with a minimum of two days per week in the office, reflecting core collaboration needs. While flexibility is considered, long commutes may affect suitability. The office is dog-friendly, and candidates with allergies or concerns should inform the company in advance.

• 25 days PTO plus bank holidays.
• Enhanced parental leave.
• Private medical insurance with Bupa.
• NEST pension scheme.
• Employee assistance programme.
• Remote work abroad opportunities.
• Onetrace merch, regular team socials and annual company off-sites.

Training + Development

Interview process

Visa Sponsorship

Security clearance