Customer Support Specialist

Customer Support Specialist Location: Central Manchester Salary: £35,000 + Are you an experienced Customer Support Specialist looking for a role where you can genuinely make an impact in a truly exciting industry? I'm working with a fast-growing Manchester-based SaaS start-up transforming the live events and ticketing industry, supporting global events across sport, music and entertainment. In their past year have generated over £25million in revenue, and looking to double again this year with your role being integral to the growth…There's no better time to join a business like this! This is not your typical script-and-queue support role. You'll own customer issues end-to-end while also helping improve the processes, systems and workflows behind the support function. Day-to-Day Responsibilities:

• Manage customer issues across email, chat and phone, working to SLAs/KPIs
• Support customers before, during and after live events
• Resolve time-critical issues around ticket delivery, transfers and event entry
• Handle refunds, replacements, cancellations and compensation
• Support sellers and B2B partners, including troubleshooting integration/API issues
• Identify recurring customer problems and work with Technology, Operations and Sales to fix them at source
• Help build scalable support processes, workflows, help-centre content and canned responses
• Monitor CSAT, SLAs and contact trends and use data to identify improvements About You:
• Experience in customer support, client services, or similar roles
• Strong communication, relationship-building, and problem-solving skills
• Strong SLA/KPI and process improvement experience
• Experience with Zendesk, Intercom or similar
• Background in SaaS, e-commerce, ticketing or live events would be a huge plus! What's on Offer:
• Salary up to £35,000 + Discretionary Bonus
• 25 days annual leave + bank holidays
• Private Medical and Dental Cover
• Flexible working: primarily in Manchester offices
• Free tickets to major gigs and high-profile sporting events This is a rare opportunity in the North West to join a start-up making a real impact on its industry. Your role will be central to growth and something you can truly be proud of. Interviews are being scheduled next week – apply now to find out more!