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 communicationwhile growing their careers in a culture where curiosity creativity and accountability thrive.

Were 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 viaphone chat and email adapting communication style to each channel
• Deliver clearaccurate and professional responses aligned to SLAs
• Handle both high-volume operational queries and more complex issues confidently
• Maintain consistently highCSAT and QA performance

Account & Subscription Management

• Support customers withaccount and subscription-related queries including:
• Licenceand 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 resolvebilling and invoice-related queries including:
• Invoice corrections and disputes
• Payment issues and failed transactions
• Refunds and credit requests
• Collaborate with Finance teams to ensuretimelyandaccurateresolution
• Maintaina high levelof accuracy and attention to detail in all financial-related activities

Technical Support (1stLine)

• Troubleshoot and resolve technical issues related to:
• Email signatures and configuration
• Microsoft 365 (Exchange Online)
• Google Workspace
• Investigate issues thoroughly toidentifyroot causes not just symptoms
• Take ownership of technical cases resolving wherever possible before escalating
• Participate inswarm sessions and collaborative troubleshootingfor complex issues

Case Ownership & Operational Excellence

• Own and manage cases end-to-end ensuringtimelyresolution within SLA
• Proactively manage personal case queues and follow up whererequired
• Accurately log andmaintainCRM records including:
• Subscription ID
• Contact and account details
• Case reason and sub-reason
• Triage cases effectively to theappropriate teamswhenrequired
• Monitor internal channels () and respond to internal support requests

Problem Solving & Continuous Improvement

• Approach issues with acurious investigative mindsetdemonstratingpersistence in finding solutions
• Act as adog with a bonewhen resolving complex or unclear issues
• Identifyrecurring 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
• Activelyparticipatein QA processes and apply feedback to improve performance

Desired Skills & Experience

• 1 years experience in acustomer service or technical support role ideally within SaaS or IT
• Experience supportingaccount services billing or subscription-based products
• Exposure to1st 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 atenacious and detail-oriented approach
• Ability to manage multiple priorities in a fast-paced environment
• Excellent communication skills with strong customer empathy
• High levelof accuracy particularly when handling financial or account data
• Proactive self-motivated and team-oriented mindset
• Fluent Englishrequired;additionallanguages areadvantageous

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

At Exclaimer inclusion is more than a policy - its part of who we are.

Were 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. Were building a culture where everyone feels they belong and can thrive and wed 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 to let us know.