Customer Service Specialist

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture.

Exclaimer is a high-growth SaaS company with 300+ colleagues across the UK, US, Europe, and Asia-Pacific. We promote a people-first culture built on fairness, inclusion, psychological safety, and continuous learning. As we evolve into a multi-channel platform for branded business communications, we offer employees the opportunity to shape the future of global communication—while growing their careers in a culture where curiosity, creativity, and accountability thrive.

We’re officially Great Place To Work Certified™

Exclaimer has been recognised by Great Place To Work® for our culture of collaboration, trust, and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: Great Place to Work® UK | Great Place To Work® USA

About the opportunity 👇

Key Responsibilities

Omni-Channel Customer Support

Provide support via phone, chat, and email, adapting communication style to each channel

Deliver clear, accurate, and professional responses aligned to SLAs

Handle both high-volume operational queries and more complex issues confidently

Maintain consistently high CSAT and QA performance

Account & Subscription Management

Support customers with account and subscription-related queries, including:

Licence and user management

Upgrades, downgrades, and renewals

Cancellations and retention conversations

Account ownership and structural changes

Ensure all account updates are accurately reflected within internal systems

Work closely with Customer Success and Sales to support customer lifecycle activities

Billing & Finance Support

Manage and resolve billing and invoice-related queries, including:

Invoice corrections and disputes

Payment issues and failed transactions

Refunds and credit requests

Collaborate with Finance teams to ensure timely and accurate resolution

Maintain a high level of accuracy and attention to detail in all financial-related activities

Technical Support (1st Line)

Troubleshoot and resolve technical issues related to:

Email signatures and configuration

Microsoft 365 (Exchange Online)

Google Workspace

Investigate issues thoroughly to identify root causes, not just symptoms

Take ownership of technical cases, resolving wherever possible before escalating

Participate in swarm sessions and collaborative troubleshooting for complex issues

Case Ownership & Operational Excellence

Own and manage cases end-to-end, ensuring timely resolution within SLA

Proactively manage personal case queues and follow up where required

Accurately log and maintain CRM records, including:

Subscription ID

Contact and account details

Case reason and sub-reason

Triage cases effectively to the appropriate teams when required

Monitor internal channels (e.g. Slack) and respond to internal support requests

Problem Solving & Continuous Improvement

Approach issues with a curious, investigative mindset, demonstrating persistence in finding solutions

Act as a “dog with a bone” when resolving complex or unclear issues

Identify recurring problems, process gaps, or system issues and raise them proactively

Contribute to process improvements, automation opportunities, and knowledge sharing

Customer Experience

Deliver a consistently high standard of service across all interactions

Effectively de-escalate challenging situations and build customer confidence

Support customer retention by addressing concerns and resolving issues quickly

Actively participate in QA processes and apply feedback to improve performance

Desired Skills & Experience

1+ years’ experience in a customer service or technical support role, ideally within SaaS or IT

Experience supporting account services, billing, or subscription-based products

Exposure to 1st or 2nd line technical support

Working knowledge of:

Microsoft 365 (Exchange Online)

Google Workspace

Cloud-based applications

Experience using CRM systems (Salesforce, Zendesk or similar)

Core Competencies

Strong problem-solving skills with a tenacious and detail-oriented approach

Ability to manage multiple priorities in a fast-paced environment

Excellent communication skills with strong customer empathy

High level of accuracy, particularly when handling financial or account data

Proactive, self-motivated, and team-oriented mindset

Fluent English required; additional languages are advantageous

At Exclaimer, we’re proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you.

Alongside competitive pay, you’ll have access to generous paid time off, flexible working options including our XFlex programme and a “work from anywhere” allowance - plus enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood. Our wellbeing offering includes comprehensive healthcare coverage, fully funded insurance and income protection, access to 24/7 virtual care, and mental health, legal and financial support through employee assistance programmes. We help you plan for the future with contributory retirement plans and savings support, and back your day-to-day wellbeing with perks like subscriptions to Calm and Blinkist, fitness and lifestyle credits, global travel assistance and a wide range of discounts. Wherever you're based, you'll find that Exclaimer’s benefits are designed to help you thrive: at work and beyond.

At Exclaimer, inclusion is more than a policy - it’s part of who we are.

We’re proud to be an equal opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We’re building a culture where everyone feels they belong and can thrive, and we’d love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process, please email the team in confidence via Work@Exclaimer.com to let us know.