At ArtiCAD (part of the SHD Group), we’re proud to be a fast-growing, multi-award-winning software company based in the heart of Watford. Our innovative CAD software, VR solutions, and online applications for kitchens, bedrooms, and bathrooms empower designers, retailers, and manufacturers to drive sales, manage installations, and deliver world-class customer experiences—online, in-store, and in the home.
We’re big on culture, passionate about delivering results, and always looking for fresh ideas. If you're enthusiastic, eager to learn, and thrive in a team environment, this could be the perfect next step for your career.
The Role: Customer Success Specialist
You’ll join our Customer Success Team, acting as a frontline ambassador for ArtiCAD users across the UK. From answering customer queries to delivering personalised software training, you’ll help ensure every customer gets the very best from our technology.
No software experience? No problem! We're looking for someone with a genuine interest in tech, a proactive attitude, and outstanding customer service skills—we’ll teach you the rest.
What You'll Be Doing
- Process inbound enquiries from customers and suppliers via telephone, email and other communication channels, including using the relevant CRM systems accurately and with precision.
- Provide first-line and second-line technical support to users of ArtiCAD software and other products within the Group portfolio, helping to identify and resolve common issues.
- Deliver one-to-one online customer training on ArtiCAD software and other relevant Group products (when up-skilled to do so)
- Perform sales and office administration duties, including updating customer records and confirming training bookings.
- Use ArtiCAD design software daily, developing and maintaining expert product knowledge.
- Contact customers periodically to assess satisfaction, answer queries and conduct courtesy calls.
- Test new software releases, updates and enhancements, reporting findings to the Development Team and updating the bug tracker or relevant systems as required.
- Assist the wider ArtiCAD Group teams with customer queries and support requirements.
- Assist the Customer Success Manager in evaluating and improving Customer Success activities, services and processes.
- Provide support and online training across the wider ArtiCAD Group product portfolio, ensuring customers receive a consistent and high-quality experience.
- Support Online customers by: Setting up and configuring products following server migrations, maintenance or recovery activities, and downloading and installing catalogues on behalf of customers where required.
- Downloading and applying product software updates upon customer request.
- Maintain accurate records of customer interactions, training activities and support cases.
What We're Looking For
- A confident and friendly communicator (verbal, written, and online)
- Previous experience in customer service (desirable)
- Passion for tech, design, or the KBB (kitchen, bedroom, bathroom) industry
- Ability to thrive in a fast-paced, team-oriented environment
- Strong academic background (A-level or equivalent)
- Ambitious, adaptable, and eager to learn
What It’s Like to Work at ArtiCAD
- We’re collaborative and inclusive – you’ll always feel part of the team
- We care about community, regularly supporting charity initiatives and work experience schemes
- We champion innovation and bold ideas – your voice matters here
- We're committed to delivering an exceptional customer journey
- We encourage every team member to strive for their best self
Job Type: Full-time
Pay: £19,000.00-£23,300.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Private dental insurance
- Private medical insurance
- Store discount
- Work from home
Ability to commute/relocate:
- Watford WD18: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (required)
Experience:
- Customer Service: 1 year (preferred)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Watford WD18
