Application Support Specialist

Salary: £30,000 - 42,000 per year

Requirements:

• Strong experience in customer success, application support, SaaS support or technical customer support
• A proven track record supporting customers using a complex software platform
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly
• Strong analytical and problem-solving skills, with good judgement on whether an issue is a support query, bug, enhancement request or training need
• Experience managing customer expectations and handling escalated or sensitive issues
• Strong attention to detail and the ability to document issues clearly
• Confidence working across customer-facing, technical and product teams
• Experience with SaaS platforms, email marketing platforms, CRM systems, Intercom or similar support tools, or email deliverability

Responsibilities:

• Act as a customer-facing expert on our software platform
• Support and oversee complex customer conversations, ensuring responses are clear, accurate and professional
• Investigate platform issues, identify likely causes, and recommend practical solutions or workarounds
• Escalate bugs, technical issues and complex cases to the appropriate internal team with clear supporting information
• Track escalated issues and help ensure updates are provided in line with agreed SLAs
• Review customer feedback and identify where it relates to training, support, bugs, product limitations or enhancement opportunities
• Propose improvements based on recurring customer issues and feedback
• Support customer admins with more complex platform, account, user and deliverability queries
• Help maintain and improve internal support processes, knowledge articles and guidance materials
• Share platform knowledge across Customer Success, Account Management and Support teams

Technologies:

• CRM
• Support
• Marketing

More:

We are an established software company based in Epsom, developing and supporting a leading communication platform used by public sector and commercial organisations across the UK. We are a close-knit, collaborative business where customer experience and product quality go hand in hand. This is a senior, customer-facing specialist role, not a people management position, and it offers the chance to become a genuine platform expert within our Customer Operations team. The role is office-based in Epsom, working Monday to Friday, 9:00am to 6:00pm with a one-hour unpaid lunch break, and offers a salary of up to £42,000 depending on experience.

last updated 36 week of 2026