Customer Success Specialist

Rockstar

. Own UK phone and email support during UK business hours and resolve Tier 1 tickets in Zendesk to agreed service levels .

Posted 9/19/2026full-timeRemote • United KingdomJuniorMid-Level💰 $26 - $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and success, with a strong ability to manage onboarding, training, and account health for UK customers. Proficient in using Zendesk and HubSpot for ticketing and CRM tasks, while effectively communicating and resolving issues in a SaaS environment.

Highest-signal resume keywords

Customer Support ExperienceZendesk ProficiencyHubSpot ExperienceSaaS Application ConfigurationOnboarding and Training Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportSaaS Application ConfigurationTicketing System ExperienceSpreadsheets ProficiencyData ImportsSQL ExposureGIS FamiliarityShapefiles KnowledgeQGIS ExperienceArcGIS Experience

Soft Skills

Effective CommunicationCalm Under PressureCustomer Relationship ManagementAdaptabilityTeam Coordination

Tools & Technologies

ZendeskHubSpotAI-Assisted Support Tools

Industry Keywords

Customer SuccessOnboardingAccount ManagementArboricultureUrban ForestryEnvironmental ManagementAsset ManagementLocal Government

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own UK phone and email support during UK business hours and resolve Tier 1 tickets in Zendesk to agreed service levels
Triage the global queue each morning, resolving Tier 1 and straightforward Tier 2 tickets and routing the rest with a clear write-up
Handle common configuration and how-to requests in the software platform's admin tools
Use AI-assisted support tooling to draft responses and apply judgement before sending them to customers
Guide new UK customers from signed contract to confident daily use through kickoff, setup check-ins, and go-live support
Deliver onboarding, training, and refresher sessions
Support mobile application adoption with UK field teams
Coordinate with Professional Services on data imports and complex configurations while keeping customers informed
Hold regular check-ins with UK accounts, surface issues early, and share relevant new features
Track UK account health and renewal timelines, flag risks, and work renewals with the CS team and UK reseller partner
Log meetings and account context in HubSpot
Coordinate invoicing and past-due follow-up for UK accounts
Serve as the primary support contact for UK and Ireland customers while supporting the global customer queue

Requirements

What you’ll need

2+ years in a customer-facing software role: support, customer success, onboarding, training, or account management
Confident on the phone and on camera, including with senior council staff
Able to provide plain-English explanations and remain calm under pressure
Quick to learn software and comfortable configuring a SaaS application through its admin settings
Solid with spreadsheets
Experience with a ticketing or CRM system; Zendesk and HubSpot preferred
UK based
Able to cover UK business hours with occasional overlap with the North American team
Set up as an independent contractor (sole trader or limited company)
Background in arboriculture, urban forestry, local government, or environmental or asset management is nice to have
Familiarity with GIS or spatial data, including shapefiles, QGIS or ArcGIS, and British National Grid, is nice to have
Exposure to SQL, database tools, or data imports is a plus, not a requirement

Benefits

Comp & perks

Remote-first work with a small global team
Approximately 35 to 40 hours per week
Ongoing engagement with an initial review period
Equal opportunity employer welcoming applicants of all backgrounds