Customer Support Specialist - Platform

About the Role

As a Customer Support Specialist – Platform, you’ll be at the heart of our customer experience — helping both employers and employees get the most out of our platform.

You’ll troubleshoot issues, guide users through how to complete tasks, and communicate clearly about bugs, feature requests, and product updates. You’ll work closely with our Operations and Product teams to make sure issues are resolved quickly and that customer feedback helps shape the future of the platform.

This is a hands-on role for someone who loves problem-solving, clarity, and helping people. You’ll be the bridge between customers and our product — ensuring every interaction is handled with empathy, accuracy, and ownership.

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Responsibilities

• Respond to platform-related enquiries from both employers and employees via Intercom or other support channels.
• Diagnose and troubleshoot user issues such as bugs, access problems, or workflow errors.
• Provide clear, step-by-step guidance on how to use the platform effectively.
• Escalate complex or technical issues to the Product or Engineering teams, ensuring full context is provided.
• Track and document recurring issues to help identify bugs or usability improvements.
• Communicate updates and resolutions to users in a timely and professional manner.
• Collaborate with Operations and Product teams to improve platform reliability and user experience.
• Suggest improvements to support documentation, FAQs, and internal processes based on common questions or challenges.
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Skills & Qualities We’re Looking For

• Problem-Solving & Curiosity – You enjoy figuring things out and getting to the root of an issue.
• Technical Aptitude – You’re comfortable learning and navigating digital platforms and tools.
• Clear Communication – You can explain technical steps in simple, calm, and confident language. Ownership & Accountability – You take responsibility for seeing issues through to resolution.
• 5. Learning Agility – You quickly pick up new systems, tools, and workflows.
• Organisation & Follow-Through – You manage multiple tickets and conversations without letting details slip.
• Customer Empathy & Tone – You communicate with warmth, understanding, and professionalism.
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Why This Role Matters

Our platform is where the customer experience happens — and you’ll be the person who keeps it running smoothly.

By helping users resolve issues quickly and confidently, you’ll turn moments of frustration into opportunities for trust and satisfaction. Your insights will also help shape the platform itself, making it better for every employer and employee who uses it.