Email Support Specialist (SaaS)

Summary

Hi, I’m Kieran, CEO at FlatPlan. We work with media companies to deliver breaking news articles to millions of people on Apple devices. We’re a small, passionate team that works closely with some incredible companies including Formula One, Premier League, and Apple. We have big plans – to transform how news media reaches readers – and central to those plans is an exceptional support specialist.

Position Overview

We work with a small, prestigious group of media companies, helping them reach a wide audience of readers. What we do is tricky from a technical perspective, and makes a huge impact on our customers, so when issues arise we tackle them quickly, with well-written emails sent to contacts we’ve built strong relationships with over the years.

On any given day you could be helping to troubleshoot an issue with a breaking news story on US politics, an announcement from Formula One, or a long-read article on climate change. You’ll need to prioritise enquiries, offer proactive help to journalists, and build out an easy-to-follow knowledge base that will be useful to you, and to our support team as we grow.

You’ll be an integral part of our team, becoming a vital connection between customers, our engineers, and senior management – you’ll become our go-to person who can quickly answer or delegate questions about all aspects of our software.

Why you should apply

We’re a small team of people based mainly in the UK and around Europe, working fully remotely. We’re all working together to build an incredible company that makes a genuine impact on media companies, and we’re having fun doing it.

We’re a supportive team that genuinely cares about each other, sharing team achievements and working closely together to solve problems. You’ll get to know many of our customers well, speaking with editors and journalists at world-renowned media companies. We’re growing fast, too, so you’ll learn a lot about a company of this kind and you’ll get plenty of opportunities for personal and professional growth. There are no layers of bureaucracy or work politics – you’ll be speaking directly with everyone from leadership teams to engineers, and we’re a lovely bunch if we say so ourselves!

Responsibilities

• Providing first-class technical support and troubleshooting for our customers

• Responding to customer enquiries in a friendly and helpful manner

• Digging into issues with customers to ensure we understand everything we need to roll out fixes

• Creating and maintaining documentation for our customer support team

• Deciding on how best to route questions that require input from the team

• Creating easy-to-understand, clearly-worded tickets for our engineers

• Testing our services to proactively identify issues

• Researching, evaluating, and recommending solutions based on your knowledge of our product

• Developing and maintaining strong relationships with our customers

Minimum Requirements

• 3-5 years of experience in a similar role at a SaaS/Tech Company

• A high level of attention to detail

• Excellent communication skills

• Strong organisational skills and the ability to multitask and prioritise

• Ability to work autonomously and as part of a team

• A proactive approach to problem-solving

• Proficiency in Google Docs, Sheets, and other related software

• Experience with Apple Mac computers preferred

FlatPlan asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact FlatPlan directly.