Customer Support Specialist

Compensation: £35,000 - £40,000 / year

Hi 👋 I’m Emilia, Customer Support Team Lead here at Pinpoint.

We’re a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place—with a mature product, rapid growth, strong product-market fit, and happy customers.

Behind that success is a support team that treats every interaction as part of the product experience. We keep response times low (sub-2-minute first response on live chat) and customer satisfaction high. As more customers join Pinpoint, we’re adding another Customer Support Specialist (11am–7:30pm) to help us keep that standard.

This isn’t your average support role. Our customers expect fast, human, and helpful responses—delivered with care and tailored to their needs. You’ll need to be technically curious, comfortable juggling 100+ tickets per week, and excited to help solve problems for recruiters, HR teams, and hiring managers across different industries and experience levels.

The fine print (but way more exciting):

• This is a remote role based in the UK, with a few optional in-person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US
• You’ll work Monday–Friday, 11a-7.30p UK time (with a one-hour lunch break), occasionally 9-5 when covering a colleague on holiday.
• Our clients often use different terminology—part of your job is translating what they’re asking into how they use Pinpoint, without relying on canned responses or help center links
• Pinpoint is a deep, ever-growing platform. You’ll need to learn fast, think clearly under pressure, and take full ownership of every ticket

About the Role

• Own customer tickets end-to-end via Intercom (live chat + email), averaging 100+ per week
• Respond to customers within 2 minutes on average via live chat—we move fast and pride ourselves on it
• Maintain fast close times while delivering personal, context-aware support (no copy/paste macros here).
• Investigate technical issues, replicate bugs, and escalate appropriately—partnering closely with Engineering when needed.
• Help clients understand and adopt new features as they’re released.
• Maintain our 98%+ positive CSAT rating by delivering helpful, tailored support.
• Contribute to internal documentation, troubleshooting guides, and process improvements to help the team scale.
• Stay composed and personable even when managing a high ticket load or multiple live chats.

Tech stack: Intercom, Linear, Google Suite, Slack, HubSpot.

About You

• 2+ years of customer support experience in a live chat/email-heavy role—not phone-queue or script-based support.
• Ideally experienced supporting a B2B SaaS platform (HR tech experience is a plus).
• Used to owning end-to-end tickets (including escalated ones)—not just handing them off.
• Comfortable in a fast-paced, high-volume SaaS environment (100+ tickets/week).
• Clear, confident communicator—friendly but direct, with strong written skills and the ability to simplify complex topics without losing clarity or warmth.
• You write like a human: clear, conversational, and empathetic. No jargon. No robotic replies. Just thoughtful, well-structured messages that sound like you.
• Technically curious—you don’t need to code, but you’re eager to dig into how the platform works.
• Highly organized and proactive—able to track issues across time zones and see them through to resolution.
• Product-minded—you can put yourself in the customer’s shoes and translate what they’re asking into what the product is doing.
• Based in the UK with work authorization

💡 Huge bonus if you:

• Have experience troubleshooting integrations (e.g. HRIS, calendar, SSO, or job board systems)
• Are familiar with APIs, webhooks, or basic JSON concepts
• Have partnered closely with Product or Engineering teams to reproduce or escalate bugs
• Have experience testing new features or contributing to internal QA or documentation
• Love getting into the technical “why” behind customer issues, not just the “how” to fix them