Customer Success and Support Specialist
New
R
RockstarUrban Forestry Software
UK-based, UK business hours with occasional overlap with the North American teamContractMiddle
Salary26 - 32 USD per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- Customer SuccessSaaSHubSpotZendeskAccount ManagementTechnical supportCRM
Requirements
- 2+ years of experience in a customer-facing software role such as support, success, onboarding, or account management.
- Confident communication skills on the phone and on camera, including experience with senior stakeholders.
- Ability to learn software quickly and comfort configuring SaaS applications through admin settings.
- Proficiency with spreadsheets and experience using ticketing or CRM systems (Zendesk and HubSpot preferred).
- Must be based in the UK and able to cover UK business hours.
- Ability to provide service as an independent contractor or via an employer-of-record partner.
- Background in arboriculture, urban forestry, local government, or environmental/asset management is a plus.
- Familiarity with GIS or spatial data (shapefiles, QGIS/ArcGIS, British National Grid) is a plus.
- Exposure to SQL or database tools is beneficial but not required.
Responsibilities
- Manage UK phone and email support during business hours and resolve Tier 1 tickets in Zendesk.
- Triage the global support queue each morning, resolving Tier 1 and straightforward Tier 2 tickets.
- Handle configuration and how-to requests directly in the platform's admin tools.
- Onboard new UK customers from contract signature to go-live and deliver training sessions.
- Coordinate with Professional Services regarding data imports and complex configurations.
- Conduct regular check-ins with UK accounts to surface issues and share feature updates.
- Track UK account health, manage renewals, and log activities in HubSpot.
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