Customer Support Specialist

Job description

Type: Full time Salary: Location-dependent (UK: £30,000–£35,000 GBP / Canada: CAD $48,000–$57,000) + share options Location: UK or Canada (Atlantic Time Zone only) Meet The Guru Resource Guru is a blissfully simple scheduling tool that helps busy teams stay on track. We boost efficiency, improve resource utilisation, and increase project profitability - while promoting a healthy work/life balance. We’re proud to be one of the leaders in our category, trusted by customers in over 100 countries - including top creative agencies like Publicis, TBWA, Grey, BBH, and M&C Saatchi, as well as household names like NASA, Accenture, CNN, Kraft Heinz, and the NHS. They rely on Resource Guru to manage one of their most valuable assets - their people’s time. We’re a small, fully remote team based across the UK and Europe. We collaborate mainly via Slack, with occasional meetups to connect, plan, and celebrate. See if this is the right place for you. ⭐️ The role We’re looking for a Customer Support Specialist to join our team. As more teams use Resource Guru and as we continue to support larger, more complex customers we want to make sure every customer receives fast, clear, thoughtful and genuinely helpful support. This role is primarily about helping customers by email, understanding their questions, troubleshooting issues, and making sure they get the best possible experience from Resource Guru. You’ll work closely with Dana, our Senior Customer Support Specialist, and collaborate with our product and engineering teams when customer questions, bugs or feature requests need to be investigated further. We see Customer Support as a core part of building a great product, so you’ll work closely with the rest of the team to help improve Resource Guru, not just answer support tickets. This is a great role for someone with some experience in SaaS or online customer support who wants to keep developing their technical, communication and customer-facing skills in a friendly, remote-first team. What You’ll Be Doing Learning Resource Guru inside out In your first few months, you'll get to know Resource Guru inside out - how customers use the product, what common questions come up, and how to guide people towards the right answer. Responding to customer questions Help customers with day-to-day support questions, including product usage, account setup, billing enquiries, troubleshoo…