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