Support Specialist - Remote Eligible

Support Specialist

Reporting directly into the Senior Manager, Support Services, you'll be responsible for handling support issues via Intercom from a wide range of users including clients, apprentices, and internal staff.

This role demands strong written communication, sharp problem-solving and troubleshooting skills and the ability to deeply understand what customers need—even when they don't explain it clearly. You'll resolve issues and complaints with professionalism, and act as a role model as a senior member of the team in your approach to communication, ownership, and service excellence.

You are tech-inclined and are comfortable with regular product changes and team expansion. Our scope is growing rapidly, and we're looking for someone who sees that as an opportunity to learn and lead—not as a challenge. Strong client communication experience and confidence in representing the company's voice externally is essential.

Key Responsibilities

• Respond to support tickets via Intercom with clarity, empathy, and urgency—supporting apprentices, employers, and internal teams.
• Problem Solving & Troubleshooting: Confidently investigate user-reported issues by impersonating users, replicating scenarios, and following structured troubleshooting guides.
• Technical Ticket Writing: Accurately document findings and next steps in clear, well-structured technical tickets in line with internal guidelines.
• Build trust and maintain strong communication with customers, handling sensitive or escalated issues with professionalism.
• Demonstrate strong comprehension skills—accurately read, interpret, and respond to complex or unclear requests.
• Handle complaints and challenging conversations with care, aiming for effective and fair resolution.
• Manage and prioritise a high volume of tickets, balancing efficiency with accuracy and tone.
• Confidently push back on stakeholders when necessary, with a clear, respectful approach.
• Act as a role model in the team—setting a standard for tone of voice, responsiveness, accountability, and support quality.
• Become a product expert, deepening your understanding of all features and use cases and keep up to date with product releases and adjust support approaches accordingly.
• Proactively share feedback and ideas to improve the customer experience and internal workflows using data driven approach
• Contribute to and maintain high-quality support documentation and help content written in Plain English.
• Work cross-functionally with product, operations, and training teams to resolve complex issues at the root.

What We're Looking For

• Proven 2+ years experience with at least 1 year experience in a tech specialist role in customer support, client service, or helpdesk — ideally within education, training, or a tech-enabled environment.
• Strong background in client communication, with the ability to build trust and manage expectations effectively.
• Excellent written communication—fluent in Plain English, with the ability to explain complex or sensitive topics clearly.
• Strong interest in technology enabled products.
• Strong reading comprehension and problem-solving skills.
• Experience managing high ticket volumes while maintaining service standards.
• Confidence and professionalism when handling complaints, escalations, and stakeholder interactions.
• A proactive mindset and a passion for continuous improvement.
• Ability to thrive in a fast-changing environment with frequent product updates and evolving team responsibilities.
• A team player who can influence others positively and help raise the bar for support quality.
• Experience with Intercom or similar customer support platforms

Nice to Have

• Familiarity with apprenticeships, education, or regulated training environments.
• Start-up or scale-up experience.
• Team Lead experience.