Senior Customer Support Specialist

Senior Customer Support Specialist Department: Customer Support Employment Type: Full Time Location: United Kingdom Reporting To: Emilia Carvell Description Hi 👋 I’m Emilia, Customer Support Team Lead here at Pinpoint. We’re a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place—with a mature product, rapid growth, strong product-market fit, and happy customers. Behind that success is a support team that treats every interaction as part of the product experience. We keep response times low (sub-2-minute first response on live chat) and customer satisfaction high. As more customers join Pinpoint, we’re adding a Senior Customer Support Specialist to help us maintain that standard. The fine print (but a bit more exciting): This is a remote role based in the UK, with a few optional in-person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US This isn't your average support role. If your background is mostly phone-queue, script-driven, or "send a help-center link" support, this won't be the right fit—and if your examples of "technical issues" stop at password resets or cache clears, this role will likely feel like a stretch You'll work in a high-volume, chat-first environment (100+ tickets per week), but we're not optimizing for speed alone. Success is measured by how well you triage, investigate, and follow issues through—not how fast you close tickets We don't operate on Level 1/2 queues. You'll own issues end-to-end: investigating problems, replicating bugs, understanding how the platform works, and keeping customers updated across multi-day cases—without relying on rigid scripts or handoffs You should be technically curious, comfortable learning a deep SaaS product, and confident handling escalated or ambiguous cases while juggling multiple conversations at once Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions About the Role Own customer tickets via Intercom (live chat + email), averaging 100+ per week, with complexity ranging from quick clarifications to deep, investigative issues Respond to customers within 2 minutes on average via live chat—we move fast and pride ourselves on it, without sacrificing clarity or correctness Maintain fast close times while delivering personal, tailored support (no copy/paste macros or robotic replies), and knowing when not to rush an answer Investigate technical issues, replicate bugs, and escalate effectively — partnering closely with Engineering when needed, with clear context and hypotheses Help clients understand and adopt new features as they’re released, especially when configuration or workflow changes are involved Maintain our 98%+ positive CSAT rating Contribute to internal documentation and process improvements, so the team gets smarter over time — not just faster Stay composed and personable even when managing a high ticket load, balancing urgency with thoughtful problem-solving Tech stack: Intercom, Linear, Google Suite, Slack, HubSpot. About You 2+ years of customer support experience in a live chat/email-heavy role, supporting a B2B SaaS product Experienced managing full ticket lifecycles — including escalations — and staying with an issue until resolution (not just handing off to Level 2/Engineering) Used to high-volume environments (100+ tickets/week) and comfortable balancing live chat with deeper investigative work Experience working in a startup or scale-up environment — you’re used to ambiguity, wearing multiple hats, and figuring things out quickly Clear, confident communicator — friendly but direct, able to simplify complex topics without losing accuracy You write like a human: clear, conversational, empathetic (no templates, no jargon, no robotic tone). Your personality shows in your writing. Technically curious and resourceful — comfortable digging into how things work, investigating odd behavior, reproducing issues, and partnering with engineering when needed (You don’t need to code, but you should enjoy figuring things out.) Highly organized, proactive, and able to prioritize in a fast-moving environment; you never lose track of an active ticket Product-minded — able to translate vague user language into product behaviors, workflows, and root causes Based in the UK with work authorization 💡 Huge bonus if you: Have experience troubleshooting integrations (HRIS, calendar, SSO, job boards) Are familiar with APIs, webhooks, CSS, or basic JSON concepts Have partnered closely with Product or Engineering Have experience contributing to QA, testing, or internal documentation Enjoy digging into the technical “why,” not just the “how to fix it.” What We Offer We want Pinpoint to be the best place you’ve ever worked—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get: Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family Unlimited holidays – Take the time you need to rest and recharge Mental health support – Unlimited, immediate access to professional counseling via Spill Retirement contributions – 401k or pension contributions depending on your location Remote-first – Work where you’re most productive, with flexibility and trust as the default Equity with real upside – Share in the long-term value you help create Fully paid parental leave – Up to 16 weeks of paid leave for new parents Learning budget – Annual funds for courses, books, or anything that supports your growth A detailed overview of our benefits can be found here.