Customer Support Specialist

Who Are We?

We're a forward-thinking SaaS company on a mission to create a workplace where people come first and everyone thrives. If you're a Customer Support Specialist with a passion and drive to empower users and deliver seamless product experiences, this is your chance to make a real impact!

Our Values: What We Live By

People First: Every decision we make is about our people. We ARE the people-first company.

Be Better Tomorrow: Every day, we challenge ourselves to learn, grow, and improve—individually and as a team.

Strive with Impact: Every action we take makes a difference—to our employees, our customers, and our business.

Seek Out Efficiency: We scale smart. We innovate. We find ways to work better, not harder.

Why is this role important?

Working as a key member of our Support Team, our Customer Support Specialists are dedicated to empowering Breathe's customers. You'll achieve this by providing expert support, delivering clear product education, swiftly resolving issues, and ultimately ensuring every customer enjoys a successful and seamless product experience. You'll be the voice of our customers, championing their needs and contributing to the continuous improvement of our product and overall customer journey.

Responsibilities

• Ensure the best product experience for our customers by providing prompt, accurate, and empathetic support through email, chat, and phone for all product inquiries, technical issues, and general questions.
• Efficiently troubleshoot and resolve customer issues, escalating complex problems to internal teams when needed.
• Help customers get the most out of our products by teaching them about features, best practices, and new releases.
• Contribute to the creation and improvement of self-help resources, such as FAQs and knowledge base articles.
• Focus on meeting customer needs and uncovering pain points.
• Be a customer advocate by collecting and sharing feedback internally to shape product development and company strategy.
• Collaborate effectively with cross-functional teams, including Product, Marketing, Sales, and Customer Success, to ensure a seamless customer experience.
• Stay up-to-date on product updates, industry trends, and support best practices.
• Maintain awareness of and be compliant with information security protocols in relation to your job role and handling of any data.

What we value for this role

• 1 year minimum experience in customer support within a SaaS or tech company.
• Tech-savvy and experience with customer service platforms like Intercom or similar.
• Exceptional customer service skills with a genuine desire to help and understand from a customer's perspective.
• A passion to see issues through to resolution.
• Be a true ‘People person’.
• Ability to understand and evaluate the customer experience.
• Good organisational, co-ordination and project management skills.
• Excellent written and verbal communication skills, with the ability to communicate with both technical and non-technical people.
• A keen interest in technology.
• Self-motivated and a strong team player with a proactive approach.
• Able to work well in a high-volume and busy environment.
• Positive and professional attitude towards customers.
• Good problem-solving skills.
• A champion for the Breathe brand who lives our Company values.
• Passionate and committed to improving the customer experience.
• A growth mindset.

Why You’ll Love It Here

• £26,000-£28,000 + up to 10% company bonus
• Time Off – 25 days holiday + your birthday off!
• Flexible Working – Hybrid role (50% in office is our minimum)
• Private Medical Insurance – Includes dental, optical & mental health cover
• Life Insurance – 2x salary
• Matched Pension – Salary exchange with 5% employer contribution
• Access to unlimited Professional Coaching – More Happi
• Volunteer Days – 2 per year to give back to the community
• Dog-Friendly Office – Bring your four-legged friend!
• Access to Mintago – Exclusive financial wellbeing through discounts and expert advice

The Hiring Process: Let’s Make it Personal!

Stage 1: Initial screening call with our People and Talent Advisor

Stage 2: In office interview – With our Customer Support Team Manager and our Knowledge Base Manager

Stage 3: In office interview – Head of Customer and another Manager

Ready to join us? Apply Now!

A bit of background on Breathe: Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well-funded, with over 16,000 customers and an average 6 years’ LTV (a rarity in the SaaS industry), Breathe is the number 1 HR Software for SMEs in the UK. But there is more to it – our work culture is award winning, with talented people that are committed to driving impact, while having fun together. We're proud of our track record of success, but we're even more excited about what the future holds for us.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.