MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- Serve as the voice of Gizmo users and the bridge between the community and product + engineering teams
- Own the entire customer support experience, working directly with Founders and Product
- Answer emails, manage Intercom tickets, troubleshoot user issues, and talk to users daily
- Develop and manage the support ticketing system: categorise, prioritise, and track bugs with engineering
- Analyse support conversations to identify user behaviour patterns, feature requests, and pain points; create reports informing product roadmap
- Hire, train, and manage customer support agents; build playbooks, processes, and support culture
- Advocate for user needs in product discussions and help prioritise features based on user feedback and support volume trends
- Build systems and processes to scale support for a million+ monthly users
Requirements
- You are genuinely excited about helping users and solving problems - you understand that you'll be answering emails and tickets for most of your day
- You are customer-obsessed with excellent written communication skills and the ability to turn frustrated users into advocates
- You have experience in customer support, ideally in consumer tech
- You've managed support team members or are ready to build and scale a support function from the ground up
- You are comfortable with support tools (Intercom, Zendesk, Freshdesk, Zoho, etc) and can quickly learn new systems
- You have strong problem-solving skills and can troubleshoot technical issues with non-technical users
- You have some experience with database management via admin panels and making data changes to resolve user issues
- You've worked in high-growth consumer tech companies and understand the unique challenges of scaling support
- You've built support processes from scratch and scaled support teams in fast-growing companies
Benefits
- Meaningful equity included - you’ll own a piece of what you’re building
- Hybrid working model with 4 days in our Shoreditch office.
- Private health insurance
- The opportunity to be one of the earliest employees in one of the UK’s fastest-growing startups
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
BS
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