Customer Success Professional (UK & Ireland) - Independent Contractor

Rockstar is recruiting for a company specializing in software solutions for urban forestry and asset management, helping communities manage trees and green spaces. They are a small, global team with a product that delivers real environmental impact.

The person in this role is the day-to-day face of the company for UK and Ireland customers: the primary support contact who handles phone calls, resolves tickets, onboard customers, and ensures they derive value from the software platform. They also triage the global support queue, addressing Tier 1 and straightforward Tier 2 tickets from North America and other regions.

This is a people-first role. The ideal candidate does not need to be a database expert; the Tier 2/3 team handles deep data work. Instead, they must excel with customers, quickly learn software, and stay organized.

What You'll Do

Frontline Support

• Own UK phone and email support during UK business hours, resolving Tier 1 tickets in Zendesk to agreed service levels.
• Triage the global queue each morning, resolving Tier 1 and straightforward Tier 2 tickets for any region, and route the rest with a clear write-up.
• Handle common configuration and how-to requests directly in the software platform's admin tools (users, fields and forms, layers, reports).
• Use the company's AI-assisted support tooling to draft responses, applying their own judgment before anything goes to a customer.

Onboarding and Training

• Guide new UK customers from signed contract to confident daily use, including kickoff, setup check-ins, and go-live support.
• Deliver onboarding, training, and refresher sessions, and support mobile application adoption with UK field teams.
• Coordinate with Professional Services on data imports and complex configurations, keeping the customer informed.

Customer Success

• Hold regular check-ins with UK accounts, surface issues early, and share relevant new features.
• Track UK account health and renewal timelines, flag risk, and work renewals with the CS team and the company's UK reseller partner.
• Log meetings and account context in HubSpot, and coordinate on invoicing and past-due follow-up for UK accounts.