Customer Support Specialist

We're hiring for a company that provides innovative software solutions for urban forestry and asset management, empowering communities to effectively manage their trees and green spaces. This is a unique opportunity to join a small, global team dedicated to making a tangible environmental impact. The Role

• Serve as the primary support contact for UK and Ireland customers, managing phone and email inquiries during UK business hours.
• Triage the global support queue each morning, resolving Tier 1 and straightforward Tier 2 tickets and clearly documenting issues for escalation.
• Handle common configuration requests and provide "how-to" guidance directly within the software's administrative tools.
• Utilize AI-assisted support tooling to draft responses, applying professional judgment before customer communication.
• Guide new UK customers through the onboarding process, from contract signing to confident daily use.
• Conduct regular check-ins with UK accounts to proactively identify issues and communicate new feature benefits. What You'll Need
• A minimum of 2 years of experience in a customer-facing software role, such as support, customer success, onboarding, training, or account management.
• Excellent communication skills, with the ability to explain technical concepts clearly and calmly, even when interacting with senior stakeholders.
• Aptitude for quickly learning new software and comfort in configuring SaaS applications via admin settings, with strong spreadsheet skills.
• Prior experience with ticketing or CRM systems; Zendesk and HubSpot experience is a plus.
• A background in arboriculture, urban forestry, local government, or environmental/asset management is advantageous. What's On Offer
• Competitive hourly compensation ranging from $26 to $32 USD per hour.
• The opportunity to work remotely as part of a small, dedicated global team.
• A role with significant environmental impact, contributing to the management of community green spaces.
• An independent contractor engagement or employment through a UK employer-of-record partner. Apply via Haystack today!