Customer Support Engineer (Remote) Glasgow, Scotland
Job description
About Brightmile
One of the most exciting start-ups in the UK, Brightmile is on a journey to become the world’s leading driver safety platform.
Our mission is to make work-related driving safer, cheaper, and greener - which means that our technology is ultimately helping businesses across the globe save lives and reduce their carbon footprints!
Having secured funding from Kamet Ventures to deliver our exciting growth plan, we offer an early-stage opportunity, but with the vision, network, capital and expertise to scale globally at pace.
We are proud to be working with multinational companies like Heineken, SGS, AirLiquide, Orona and Veolia, improving the safety of drivers in more than 100 countries and counting! We also partner with the leading global insurance company, AXA.
The Role
Due to our continued growth, we have an exciting opportunity for a passionate, results-driven, empathetic individual to join our team. You’ll have responsibility for delivering world-class service to drivers and management stakeholders.
As a Customer Support Engineer, you’ll be a vital member of the Programme Team and will focus on providing expert support to our users. You are a solutions-orientated person and are passionate about delivering exceptional customer support. You’ll be able to communicate confidently with our drivers and managers to solve their issues and answer their queries. You have the ability to recognise patterns in the types of incoming queries, and you will use these insights to help us update our resources and tools to support our global user base. You’ll have extensive experience navigating complex SaaS products, and you are comfortable interacting with both product and technical teams. You enjoy analysing data and using complex tools to investigate user queries and issues. Ultimately, you’ll be on the frontline playing an instrumental role in delivering market-leading driver safety programmes.
In this role, you’ll be fundamental to the success of our business, providing expert support to help our users maximise the benefits of Brightmile. The existing Brightmile team is collaborative, fun and passionate about our customers; everything we think about, live and breathe is all about the customer experience.
You will be a core member of the team and will help us evolve processes as we move through an exciting growth phase at Brightmile. You will have the opportunity to help us shape the future of the Customer Support function as we continue to scale.
Brightmile is a remote-first business, and this position is offered on a remote basis. We have a Glasgow hub, and for local candidates, there is an opportunity for us to offer you a desk. There will be opportunities to meet and collaborate with colleagues throughout the year. We operate a flexible working policy, as productivity doesn’t come from chaining people to their desks.
Required Skills & Experience
Required:
- A deep understanding of complex SaaS products
- Previous experience supporting customers on technical SaaS platforms
- Strong attention to detail and organised by nature
- An ability to provide expert-level support
- You ask the right questions to fully understand and triage user queries
- The ability to build an expert working knowledge of technology solutions
- An ability to interpret technical information and deliver this in a customer-friendly format
- Passionate about delivering a world-class service, working with users to support them in achieving their goals
- Comfortable working across business functions. Partnering with the sales and product functions is crucial to enable us to offer a world-class customer experience
- Fantastic relationship skills and ability to build rapport
- Excellent communication in English
- Strong experience with global CRM and customer support tools such as HubSpot, Salesforce, Intercom, Freshdesk or Zendesk
- Access to a quiet professional working space
Beneficial:
- Experience as a driver with a full driving license
- Knowledge of a second language at a business level
- Previous experience in supporting multinational/global customers
Why Join Us?
- Up To £33,000 Depending on Experience (including pension contribution)
- AXA health insurance
- 25 days annual leave, excluding bank holidays
- A chance to work with an exciting and varied customer pool ranging from SMEs to multinational customers and partners
- Join a dynamic, talented and fun team delivering a valuable social impact
Job Types: Full-time, Permanent
Salary: Up to £33,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Flexitime
- Private medical insurance
- Sick pay
- Work from home
Schedule:
- Flexitime
- Monday to Friday
- No weekends
Application question(s):
- Do you have 2 years of experience working in a support role in a SaaS business?
- Where are you currently based?
Work Location: One location
