Senior Customer Support Specialist – UK

About This Opportunity

We are representing a confidential private markets technology firm seeking a Senior Customer Support Specialist to join their UK team. This is a foundational role for their EMEA operations, working directly with institutional clients and collaborating across product, engineering, and customer success functions. Our talent team is looking for a creative problem solver who thrives on learning new technologies and delivering exceptional customer experiences.

Responsibilities

• Deliver technical assistance to B2B customers via phone, email, video conference, and chat, taking ownership of timely issue resolution
• Develop deep product expertise and industry knowledge to share best practices and guide customers toward optimal platform utilization
• Build and maintain strong relationships with enterprise clients, serving as their trusted technical advisor
• Collaborate with Customer Success Managers, Product Managers, and Software Engineers to identify and implement solutions for complex customer requirements
• Guide customers through onboarding processes and conduct client meetings to assess and address their technical needs
• Manage high-profile customer escalations independently, leveraging product expertise to de-escalate situations and maintain high customer satisfaction scores
• Advocate for customers by sharing feedback with product teams to inform development and platform improvements
• Demonstrate cross-functional understanding of the customer journey and proactively communicate potential risks to internal stakeholders
• Contribute to team culture by supporting colleagues and sharing knowledge across the organization
• Occasional travel to the US may be required

What We're Looking For

• Bachelor's degree (Finance, Accounting, Economics, MIS, or business-related field preferred)
• 4–6+ years of professional experience in customer support, technical consulting, or customer success roles
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly
• Demonstrated assertiveness and perseverance when resolving customer requests
• Team-first attitude with high empathy and genuine passion for helping others succeed
• Strong troubleshooting, problem-solving, and analytical abilities
• Excellent time management and organizational skills
• Strong technical aptitude with enthusiasm for learning new platforms and systems
• Ability to work UK business hours with flexibility to join occasional late meetings (several times per month)

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will conduct an initial screening to understand your background and career goals. We then present qualified candidates to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through Get A Job.ai to ensure the best experience for everyone involved.

Pay

Compensation details will be discussed during the screening process and are based on experience, skillset, and location. The package includes base salary, equity, and comprehensive benefits including supplemental health and dental coverage, pension contributions, paid holiday leave, family leave policies, and an annual professional development stipend.

Equal Employment Opportunity: Get A Job.ai is committed to creating a diverse and inclusive recruiting process. We encourage applications from candidates of all backgrounds and experiences.