Remote Customer Service Specialist — Full-Time B2B Client Support
Company: BidX.ai
Location: Remote
Pay: £25,000–£30,000 per year equivalent, depending on experience
Engagement: Full-time contractor role through Upwork
About BidX.ai
BidX.ai is an AI technology platform and grant funding consultancy. We help ambitious UK and EU companies access non-dilutive grant funding.
What we do:
- Help companies secure £100K–£2M in grant funding
- No equity. No loans. No dilution.
- Combine AI tools, grant expertise and hands-on consultancy
- Support founders from funding strategy to application delivery
- Work with founders, CEOs and senior leadership teams
- Helped companies secure £125M+ in non-dilutive grant funding
- Built by serial tech entrepreneurs, MBA/PhD founders, AI specialists and GTM experts
The role
We are hiring a full-time Remote Customer Service Specialist to support clients after they join us.
This is a hands-on, front-line client support role.
You will be in the detail every day: replying to clients, chasing internal updates, keeping trackers clean, sending follow-ups and making sure clients know what is happening next.
You will also help improve the templates, checklists and processes that make client support better.
This is not a strategy-only role. We need someone calm, organised and articulate who enjoys doing the daily client communication work properly.
What you will be responsible for
- Day-to-day client support after the deal closes
- Client onboarding and handover follow-ups
- Client updates, reminders and next steps
- Customer satisfaction and service quality
- Clean notes, trackers and follow-up discipline
- Chasing updates from sales, delivery and grant writers
- Making sure agreed client communication processes are followed
- Flagging client feedback, risks and recurring issues to the founders
What you will do
- Support clients by email, messages, phone and occasional video calls
- Keep clients updated on progress, next steps and timelines
- Answer client questions clearly and professionally
- Manage expectations without overpromising
- Track customer satisfaction and help improve client experience scores
- Chase internal updates and close the loop with clients
- Spot client issues early and help get them resolved quickly
- Maintain clean notes, actions, timelines and follow-ups
- Improve templates, checklists and handover processes
- Help make sure sales, delivery and grant writers follow agreed client communication standards
- Report directly to the founders
You must have
- Excellent written and spoken English
- Strong customer service or client support experience
- Experience supporting clients after the sale
- Confidence speaking with founders, CEOs or senior clients
- Calm judgement under pressure
- Clear, warm and professional communication
- Strong CRM, admin and client tracking skills
- Excellent follow-up discipline
- Ability to chase internal teams without getting awkward or flustered
- Confidence working in a fast-moving remote team
Ideal experience
- Customer service, client support, client success, account management or operations
- B2B services, SaaS, consulting, finance, legal, grants or agencies
- Experience working with startups, technology companies or founder-led businesses
- Experience improving client templates, checklists or workflows
- Experience helping improve customer satisfaction, response times or service quality
This role is not for you if
- You want a strategy-only role
- You need a highly structured corporate environment
- You get flustered when clients are unclear, impatient or frustrated
- You only want to reply to easy messages
- You are uncomfortable chasing internal teams for updates
- You avoid difficult conversations
- You struggle to write clearly and professionally
- You do not like working with founders or fast-moving teams
- You dislike detailed follow-up, trackers and admin
Engagement
This is a full-time remote contractor role through Upwork.
We are looking for someone who can work with us consistently and become a trusted part of the client support function.
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Application question(s):
- In your most recent role, how many paying B2B clients did you personally support after the deal was signed, and what were you responsible for?
- What customer service, client satisfaction, response-time or service quality KPIs were you responsible for? Please include numbers where possible.
- What delivery process, workflow, template or service standard did you personally improve to keep client support or delivery on track?
- What process have you used to make sure clients are clearly onboarded, understand the service they have bought, and know what happens next?
- What is your current base salary, in £ per year?
- What is your current notice period, in weeks?
Work Location: Remote
