Customer Support Representative
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 8d ago
The date the source published, not the day we noticed it (2026-09-07). Last seen at its source just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
United Kingdom
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay €1,350–1,625/mo
Middle 50% of 23 listings that do state pay — Customer · all levels · EMEA · EUR/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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workable employer's own board first seen 8d ago · last seen just now
The listing
Flexigrant is a leading provider of grant management software solutions built on our Flexigrant product. We have more than 100 Flexigrant clients including Cancer Research UK, The British Heart Foundation, Royal Society, the Royal Academy of Engineering, the Academy of Medical Sciences and the British Academy.
The Role
We're looking for a Customer Support Representative to join our Customer Success team. You'll be the first point of contact for customers, helping them get the most out of Flexigrant through fast, accurate and empathetic support, using modern tools and AI-assisted workflows to resolve issues faster. This role is central to our drive towards world-class customer satisfaction: as well as resolving tickets, you'll help automate repetitive support work and use customer feedback to push CSAT and NPS scores towards best-in-class. A great fit for someone who enjoys problem-solving, thrives in a fast-paced SaaS environment, and wants to grow into a subject-matter expert on a market-leading product.
Key Responsibilities
Front-Line Support
- Own tier 1 support, triaging, resolving and escalating tickets via Freshdesk
- Respond to customer queries by email, phone and video call, adapting communication style to the customer's technical confidence
- Meet and exceed SLA targets for response and resolution time, keeping customers informed throughout
- Use AI-powered tools to speed up ticket triage, draft and refine responses, and surface relevant solutions
Knowledge & Continuous Improvement
- Create, update and maintain solution articles and knowledge base content
- Support delivery of product webinars and online learning sessions
- Identify recurring issues and knowledge gaps, and build content or process improvements to reduce repeat tickets
- Bring your own helpdesk and support tooling experience to help refine our processes
- Support the rollout of new AI and automation tools within the support function
Reporting & Insight
- Report regularly on helpdesk metrics: tickets received, response time, resolution time, CSAT and other key indicators
- Gather and share customer feedback with Customer Success, Product and Development teams
- Spot trends in customer queries that could inform product or documentation improvements
- Help run our customer satisfaction and NPS programme: surveys, verbatim analysis, closing the loop with detractors, and turning themes into service improvements
- Ensure all data handling complies with GDPR, confidentiality and security requirements
Collaboration
- Work closely with Customer Success, Implementation and Product to ensure a joined-up customer experience
- Escalate complex or high-impact issues to the right internal owner
- Contribute to a culture of shared learning on product updates and best practices
Key skills, knowledge and abilities
- Experienced in a customer support or service role, ideally supporting a SaaS or cloud-based product
- Detail-oriented self-starter who enjoys process, problem-solving and getting to the root cause of an issue
- Comfortable communicating with customers by email, phone and video call
- Able to explain technical concepts in plain language for non-technical users
- Curious, with the ability to quickly learn new systems and tools, including AI-assisted support tools
- Comfortable using AI tools as part of your day-to-day workflow, while knowing when to apply your own judgement
- Automation-minded, with an instinct for spotting repetitive work and experience (or appetite) for configuring workflows, rules or integrations to remove it
- Team player who enjoys a challenge and wants to grow into owning their area of the business
- Committed to continuous learning and professional development
What Success Looks Like
- Customers receive fast, accurate and friendly support that leaves them confident in the product
- SLAs are consistently met, with clear visibility on helpdesk performance
- CSAT and NPS trend upwards towards world-class levels, with detractor feedback acted on
- The knowledge base stays current, comprehensive and genuinely useful
- AI tools are used effectively to boost efficiency without compromising quality or empathy
- Strong working relationships with customers, becoming a trusted point of contact
- Recognised as a trusted product expert, internally and by customers