Senior Full Stack Engineer improving APIs, backend services, and customer - service tools for Skylight’s family technology platform. Collaborating with Customer Success and Engineering to simplify family experiences.
About the role
- Customer Support Specialist providing assistance to users of the Resource Guru scheduling tool. Collaborating with teams and resolving customer inquiries in a fully remote environment.
Responsibilities
- Learning Resource Guru inside out
- Responding to customer questions
- Troubleshooting problems
- Working with the wider team
- Improving our help content
- Using our support tools
- Helping customers feel looked after
Requirements
- 1-3 years’ experience in online customer support, ideally for a B2B SaaS or similar software company
- Excellent written and spoken English and the ability to explain things clearly, simply and warmly
- A calm, patient and empathetic approach to helping customers
- Good attention to detail, especially when dealing with billing, account or technical questions
- A practical approach to troubleshooting and problem-solving
- Confidence learning new software tools and understanding how web-based products work
- Some familiarity with basic technical concepts such as browsers, cache, cookies, internet connection issues and permissions
- The ability to work independently in a remote team and manage your time well
- A collaborative and conscientious attitude and willingness to share useful customer feedback with product, engineering and the wider team
- Comfort with asynchronous communication and keeping written conversations clear, concise and on track
Benefits
- Stock options
- 30 days paid holiday + Dec 24 - Jan 1 company holiday
- Birthday off + house move day off
- Flexible hours
- Annual training and conference allowance - £3,000
- A home office equipment contribution upon joining (then every 3 years) - £1,000
- Budget to visit local or international colleagues
- Monthly health & wellbeing contribution - to be used as you see fit - £100
- Pension contribution
- International travel - We host Guru Gatherings where we all get a chance to see each other
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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