Support Specialist

Support Specialist

Stampede AI is a fast-growing SaaS platform that helps businesses make smarter, faster decisions using real-time data automation. We help hospitality venues deliver better guest experiences through connected Wi-Fi, smart marketing tools, and data-driven insights. From local cafés to national brands, our platform keeps guests connected, builds loyalty, and drives measurable results.

Job Description

Location: Edinburgh (Office Based) Reports To: Head of Customer Success Job Type: Full-time, Permanent

We're looking for a Support Specialist who thrives on helping people, solving problems, and delivering an excellent customer experience.

Most days you'll be handling inbound calls, live chats, and emails—guiding venues through platform use, answering questions, and resolving issues. On other days, you'll support the wider team with account setup tasks, customer onboarding, and ensuring smooth delivery of Stampede's services.

This role also includes being part of a weekend support rota (one weekend per month), ensuring clients can always rely on Stampede for fast, friendly support.

You'll be the first point of contact customers turn to—balancing day-to-day support with proactive communication to keep every interaction positive.

Customer Support & Troubleshooting

• Be the first point of contact for inbound calls, live chats, and email tickets.
• Support customers with Stampede's platform features including marketing tools, bookings, and loyalty.
• Escalate technical issues to internal teams or partners when required.
• Keep CSAT (Customer Satisfaction) at the heart of every interaction.

Onboarding & Account Support

• Assist new customers with their initial account setup.
• Guide customers through platform features and best practices.
• Provide clear documentation and step-by-step guidance for a smooth onboarding experience.

Collaboration & Continuous Improvement

• Share customer feedback with Product and Development teams.
• Contribute to our knowledge base to support customer self-service.
• Help identify opportunities to improve processes and support delivery.
• Continuous monitoring and quality checks across both product and customer services, supported by strong feedback loops feeding insights in and out of the product to drive ongoing improvement.

Weekend Rota

• Provide customer support one weekend per month as part of the on-call rota.

You…

• Enjoy working directly with customers and solving their challenges.
• Have a strong work ethic and take ownership of your work.
• Are comfortable handling inbound queries across phone, chat, and email.
• Like variety and can adapt to different situations.
• Are proactive, approachable, and thrive in a team environment.