Customer Support Representative

Flexigrant is a leading provider of grant management software solutions built on our Flexigrant product. We have more than 100 Flexigrant clients including Cancer Research UK, The British Heart Foundation, Royal Society, the Royal Academy of Engineering, the Academy of Medical Sciences and the British Academy.

The Role

We're looking for a Customer Support Representative to join our Customer Success team. You'll be the first point of contact for customers, helping them get the most out of Flexigrant through fast, accurate and empathetic support, using modern tools and AI-assisted workflows to resolve issues faster. This role is central to our drive towards world-class customer satisfaction: as well as resolving tickets, you'll help automate repetitive support work and use customer feedback to push CSAT and NPS scores towards best-in-class. A great fit for someone who enjoys problem-solving, thrives in a fast-paced SaaS environment, and wants to grow into a subject-matter expert on a market-leading product.

Key Responsibilities

Front-Line Support

• Own tier 1 support, triaging, resolving and escalating tickets via Freshdesk
• Respond to customer queries by email, phone and video call, adapting communication style to the customer's technical confidence
• Meet and exceed SLA targets for response and resolution time, keeping customers informed throughout
• Use AI-powered tools to speed up ticket triage, draft and refine responses, and surface relevant solutions

Knowledge & Continuous Improvement

• Create, update and maintain solution articles and knowledge base content
• Support delivery of product webinars and online learning sessions
• Identify recurring issues and knowledge gaps, and build content or process improvements to reduce repeat tickets
• Bring your own helpdesk and support tooling experience to help refine our processes
• Support the rollout of new AI and automation tools within the support function

Reporting & Insight

• Report regularly on helpdesk metrics: tickets received, response time, resolution time, CSAT and other key indicators
• Gather and share customer feedback with Customer Success, Product and Development teams
• Spot trends in customer queries that could inform product or documentation improvements
• Help run our customer satisfaction and NPS programme: surveys, verbatim analysis, closing the loop with detractors, and turning themes into service improvements
• Ensure all data handling complies with GDPR, confidentiality and security requirements

Collaboration

• Work closely with Customer Success, Implementation and Product to ensure a joined-up customer experience
• Escalate complex or high-impact issues to the right internal owner
• Contribute to a culture of shared learning on product updates and best practices

Key skills, knowledge and abilities

• Experienced in a customer support or service role, ideally supporting a SaaS or cloud-based product
• Detail-oriented self-starter who enjoys process, problem-solving and getting to the root cause of an issue
• Comfortable communicating with customers by email, phone and video call
• Able to explain technical concepts in plain language for non-technical users
• Curious, with the ability to quickly learn new systems and tools, including AI-assisted support tools
• Comfortable using AI tools as part of your day-to-day workflow, while knowing when to apply your own judgement
• Automation-minded, with an instinct for spotting repetitive work and experience (or appetite) for configuring workflows, rules or integrations to remove it
• Team player who enjoys a challenge and wants to grow into owning their area of the business
• Committed to continuous learning and professional development

What Success Looks Like

• Customers receive fast, accurate and friendly support that leaves them confident in the product
• SLAs are consistently met, with clear visibility on helpdesk performance
• CSAT and NPS trend upwards towards world-class levels, with detractor feedback acted on
• The knowledge base stays current, comprehensive and genuinely useful
• AI tools are used effectively to boost efficiency without compromising quality or empathy
• Strong working relationships with customers, becoming a trusted point of contact
• Recognised as a trusted product expert, internally and by customers