Customer Team: Support Specialist

London Bridge, London | Customer Success | Full-time


Trail is changing the way companies like Honest Burger, wagamama and Brewdog are run. We're building tools to simplify the daily jobs busy teams do each day. And we need your help ✊

We have an awesome team. There's 23 of us, mainly in London with a few scattered remotely. We've been going for 5 years but still operate like a startup - always learning, experimenting and pushing each other on.

The team is made up of Sales, Customer Success, Operations, Product and Engineering. Everyone's super customer-focused, but at the frontline will be you - our mad passionate Support manager.

What's the job?

The Customer Support team is responsible for onboarding, educating, and supporting all our users. From the moment they sign in, you're with them every step of the way, making sure they get maximum value from the product. Your weapon of choice is Intercom. You'll be answering questions, tracking feedback, escalating issues to engineers, and acting as the bridge between our customers and our product design and development teams.

What will I be doing?

  • First point of contact for customers over chat and email
  • Working with users to tailor the app to their needs, including product configuration
  • Educate and empower customers to get the most out of the app
  • Escalate issues to product & engineering when necessary
  • Be a customer advocate by providing feedback to the product and engineering team
  • Create and maintain web-based how-to, FAQs, and other recurring support docs.

What skills do I need?

  • You write well. Really well. Smart, helpful and just a little bit sassy 
  • You love chatting with users online - all day every day
  • You can explain complex topics in easy to understand and concise language
  • You're really into technology - you play with new apps all the time
  • A problem solver who thinks laterally and creatively towards a solution
  • Ambition and willingness to learn

Salary & Perks

  • £25 - £30k salary depending on experience
  • 28 days of paid holiday (excluding bank holidays) 
  • Remote, part-time, flexible and human working hours
  • Paid travel to and from a great London Bridge office
  • Fortnightly company all-hands 
  • A great working culture, trips abroad and work outings
  • Macbook