The role
Hybrid · Brighton, England, United Kingdom
Job Summary
As the first dedicated Product/Support Specialist in Dash's Customer Success team, you will provide exceptional 1st-line support to customers via in-app chat, video conference, help center, and email, while rapidly becoming a Dash product expert. You’ll troubleshoot technical issues, articulate Dash’s features to customers, gather feedback for product improvement, and collaborate with Product Management to represent customer needs and feature requests. You’ll create effective support content, manage and improve the 1st line AI support bot, identify operational improvements, and own initiatives to scale a high-quality customer experience. The role emphasizes tenacity, problem solving, data-driven thinking, and cross-functional collaboration, with autonomy to propose and implement changes as the team grows. The position offers hybrid working arrangements with the Brighton office and core support hours from 9am to 5pm, along with a culture that supports flexibility and customer focus.
Required Qualifications
- 3+ years in a SaaS customer support role
- technical curiosity
- problem solver
- data-driven
- customer-focused
- proactive
- collaborative
- attention to detail
- experience creating knowledge base content
- ability to work with product management to relay customer needs
- ability to troubleshoot and liaise with development teams
- experience improving support operations and processes
- familiarity with AI-enabled support tools
- ability to work in a hybrid environment (office + remote)
- strong written and verbal communication
Additional Requirements
- Must have the right to work in the UK
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.