Customer Support Representative

Flexigrant is a leading provider of grant management software solutions, serving over 100 clients including Cancer Research UK, The British Heart Foundation, and the Royal Society.

The Role

We are seeking a Customer Support Representative to join our Customer Success team. You will serve as the primary point of contact for customers, ensuring they maximize their experience with Flexigrant through fast, accurate, and empathetic support. Utilizing modern tools and AI-assisted workflows, you will resolve issues efficiently while contributing to our mission of achieving world-class customer satisfaction. This role involves not only resolving tickets but also automating repetitive support tasks and leveraging customer feedback to enhance CSAT and NPS scores. Ideal for someone who enjoys problem-solving, thrives in a fast-paced SaaS environment, and aspires to become a subject-matter expert on a market-leading product.

Key Responsibilities

Front-Line Support

• Handle tier 1 support, including triaging, resolving, and escalating tickets via Freshdesk
• Engage with customers through email, phone, and video calls, adapting communication styles based on their technical confidence
• Meet and exceed service-level agreements (SLAs) for response and resolution times, keeping customers informed throughout the process
• Leverage AI-powered tools to expedite ticket triage, draft and refine responses, and identify relevant solutions

Knowledge & Continuous Improvement

• Develop, update, and maintain solution articles and knowledge base content
• Assist in delivering product webinars and online learning sessions
• Identify recurring issues and knowledge gaps, proposing content or process improvements to reduce repeat tickets
• Contribute your helpdesk and support tooling experience to refine internal processes
• Support the rollout of new AI and automation tools within the support function

Reporting & Insight

• Regularly report on helpdesk metrics, including tickets received, response time, resolution time, CSAT, and other key indicators
• Gather and share customer feedback with Customer Success, Product, and Development teams
• Spot trends in customer queries that could inform product or documentation improvements
• Participate in our customer satisfaction and NPS program, including surveys, verbatim analysis, closing the loop with detractors, and turning feedback into service improvements
• Ensure compliance with GDPR, confidentiality, and security requirements for all data handling

Collaboration

• Collaborate closely with Customer Success, Implementation, and Product teams to ensure a seamless customer experience
• Escalate complex or high-impact issues to the appropriate internal owners
• Contribute to a culture of shared learning on product updates and best practices

Key Skills, Knowledge, and Abilities

• Experience in a customer support or service role, preferably supporting a SaaS or cloud-based product
• Detail-oriented individual who enjoys problem-solving, process improvement, and identifying root causes
• Comfortable communicating with customers via email, phone, and video calls
• Able to explain technical concepts in simple terms for non-technical users
• Quick learner with the ability to adapt to new systems and tools, including AI-assisted support tools
• Familiarity and comfort with using AI tools in daily workflows while maintaining sound judgment
• Automation-oriented mindset with an eye for repetitive tasks and experience (or willingness) to configure workflows, rules, or integrations to streamline processes
• Team player who thrives on challenges and aims to grow into owning their area of expertise
• Commitment to continuous learning and professional development

What Success Looks Like

• Customers receive prompt, accurate, and friendly support that instills confidence in the product
• SLAs are consistently met with clear visibility on helpdesk performance
• CSAT and NPS scores trend upwards towards world-class levels, with detractor feedback addressed
• The knowledge base remains current, comprehensive, and genuinely useful
• AI tools are effectively utilized to boost efficiency without compromising quality or empathy
• Strong working relationships with customers, becoming a trusted point of contact
• Recognized internally and by customers as a trusted product expert