Customer Service Specialist

Responsibilities

• Omni-Channel Customer Support
• Provide support via phone, chat, and email , adapting communication style to each channel
• Deliver clear, accurate, and professional responses aligned to SLAs
• Handle both high-volume operational queries and more complex issues confidently
• Maintain consistently high CSAT and QA performance
• Account & Subscription Management
• Support customers with account and subscription-related queries , including:
• Licence and user management
• Upgrades, downgrades, and renewals
• Cancellations and retention conversations
• Account ownership and structural changes
• Ensure all account updates are accurately reflected within internal systems
• Work closely with Customer Success and Sales to support customer lifecycle activities
• Billing & Finance Support
• Manage and resolve billing and invoice-related queries , including:
• Invoice corrections and disputes
• Payment issues and failed transactions
• Refunds and credit requests
• Collaborate with Finance teams to ensure timely and accurate resolution
• Maintain a high level of accuracy and attention to detail in all financial-related activities
• Technical Support (1s t Line)
• Troubleshoot and resolve technical issues related to:
• Email signatures and configuration
• Microsoft 365 (Exchange Online)
• Google Workspace
• Investigate issues thoroughly to identify root causes, not just symptoms
• Take ownership of technical cases, resolving wherever possible before escalating
• Participate in swarm sessions and collaborative troubleshooting for complex issues
• Case Ownership & Operational Excellence
• Own and manage cases end-to-end, ensuring timely resolution within SLA
• Proactively manage personal case queues and follow up where required
• Accurately log and maintain CRM records, including:
• Subscription ID
• Contact and account details
• Case reason and sub-reason
• Triage cases effectively to the appropriate teams when required
• Monitor internal channels (e.g. Slack) and respond to internal support requests
• Problem Solving & Continuous Improvement
• Approach issues with a curious, investigative mindset , demonstrating persistence in finding solutions
• Act as a "dog with a bone" when resolving complex or unclear issues
• Identify recurring problems, process gaps, or system issues and raise them proactively
• Contribute to process improvements, automation opportunities, and knowledge sharing
• Customer Experience
• Deliver a consistently high standard of service across all interactions
• Effectively de-escalate challenging situations and build customer confidence
• Support customer retention by addressing concerns and resolving issues quickly
• Actively participate in QA processes and apply feedback to improve performance
• Desired Skills & Experience
• 1+ years' experience in a customer service or technical support role , ideally within SaaS or IT
• Experience supporting account services, billing, or subscription-based products
• Exposure to 1st or 2nd line technical support
• Working knowledge of:
• Microsoft 365 (Exchange Online)
• Google Workspace
• Cloud-based applications
• Experience using CRM systems (Salesforce, Zendesk or similar)
• Core Competencies
• Strong problem-solving skills with a tenacious and detail-oriented approach
• Ability to manage multiple priorities in a fast-paced environment
• Excellent communication skills with strong customer empathy
• High level of accuracy, particularly when handling financial or account data
• Proactive, self-motivated, and team-oriented mindset
• Fluent English required; additional languages are advantageous
• At Exclaimer, we're proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you.
• Alongside competitive pay, you'll have access to generous paid time off, flexible working options including our XFlex programme and a "work from anywhere" allowance - plus enhanced leave for all new parents, r

Benefits

Additional Information

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture. Exclaimer is a high-growth SaaS company with 300+ colleagues across the UK, US, Europe, and Asia-Pacific. We promote a people-first culture built on fairness, inclusion, psychological safety, and continuous learning. As we evolve into a multi-channel platform for branded business communications, we offer employees the opportunity to shape the future of global communication-while growing their careers in a culture where curiosity, creativity, and accountability thrive. We're officially Great Place To Work Certified™ Exclaimer has been recognised by Great Place To Work® for our culture of collaboration, trust, and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: Great Place to Work® UK | Great Place To Work® USA About the opportunity 👇

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