About the role
Entry-level executor to scale our customer success engine. You will help customers through an efficient inbox workflow, proactively reduce support demand by creating Help Centre content (FAQs and videos), and use product data to identify and flag Product Qualified Leads (PQLs) for upselling—working under direct mentorship.
Key responsibilities
- Inbox management
- Own and manage the customer support inbox (triage, categorise, respond, and escalate when needed)
- Ensure fast, accurate, and helpful written responses with excellent customer experience
- Maintain consistent documentation of conversations and outcomes
- Help Centre content to deflect tickets
- Build and maintain Help Centre guides including:
- Written FAQs
- Short how-to video scripts or video-based resources
- Identify recurring issues from support conversations and translate them into scalable content
- Continuously improve content quality to reduce repeat tickets
- Product data & PQL tracking
- Track product usage and engagement signals using basic data literacy
- Flag Product Qualified Leads (PQLs) based on pre-defined criteria to support upsell opportunities
- Provide clear updates to internal teams on trends, readiness, and accounts showing “green lights”
- Process-driven execution
- Follow and improve existing workflows for support, knowledge base updates, and lead flagging
- Maintain accurate records and ensure learnings feed into improved processes
- Learning under mentorship
- Work closely with a mentor to develop technical curiosity, customer success judgement, and operational excellence
- Quickly apply feedback to responses, content, and reporting
What you’ll bring
- 1–2 years’ experience in B2B SaaS customer support or customer success (ideal)
- Outstanding written English with strong grammar, clarity, and tone
- High technical curiosity and ability to learn product workflows quickly
- Basic data literacy (comfortable using product/CRM data and simple reporting concepts)
- Highly organised and process-driven; strong attention to detail
- Ambitious doer mindset—eager to execute, improve, and learn in a direct-mentorship environment
Keywords / focus areas
Customer Success • Customer Support • B2B SaaS • Tech-touch • Inbox management • Help Centre • FAQs • Customer education • Video guides • Ticket deflection • Knowledge base • Product Qualified Leads (PQLs) • Product data tracking • Upsell readiness • Data literacy • Documentation • Process improvement • Mentorship
Success in the role (how you’ll be measured)
- Support inbox responsiveness and quality of written resolutions
- Growth and quality of Help Centre content that reduces repeat tickets
- Accuracy and usefulness of PQL flags and updates
- Consistency in process execution and continuous improvement based on feedback
Location
Newton Aycliffe, County Durham
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Work Location: In person
