Customer Support Specialist

Location: United Kingdom

Compensation: £35,000 - £40,000 / year

Hi 👋 I’m Emilia, Customer Support Team Lead here at Pinpoint.

We’re a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place—with a mature product, rapid growth, strong product-market fit, and happy customers.

Support is at the heart of that experience. Our team keeps response times low (sub-2-minute first response on live chat) and customer satisfaction high. But with more customers using Pinpoint every day, we need another high-performing Customer Support Specialist to help us keep raising the bar.

This isn’t your average support role. Our customers expect fast, human, and helpful responses—delivered with care and tailored to their needs. You’ll need to be technically curious, comfortable juggling 100+ tickets per week, and excited to help solve problems for recruiters, HR teams, and hiring managers across different industries and experience levels.

The fine print (but way more exciting):

• This is a remote role based in the UK, with a few optional in-person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US
• You’ll work Monday–Friday, 9 AM–5:30 PM UK time (with a one-hour lunch break)
• Our clients often use different terminology—part of your job is translating what they’re asking into how they use Pinpoint, without relying on canned responses or help center links
• Pinpoint is a deep, ever-growing platform. You’ll need to learn fast, think clearly under pressure, and take full ownership of every ticket

About the Role

• Own customer tickets end-to-end via Intercom (live chat + email), averaging 100+ per week
• Respond to customers within 2 minutes on average via live chat—we move fast and pride ourselves on it
• Maintain fast close times while delivering personal, context-aware support (no copy/paste macros here)
• Investigate technical issues, replicate bugs, and escalate appropriately
• Help clients understand and adopt new features as they’re released
• Maintain our 98%+ positive CSAT rating by delivering helpful, tailored support
• Partner closely with Support teammates in the UK and US to ensure global coverage and consistency
• Contribute to internal documentation and processes to help the team improve and scale

Tech stack: Intercom, Linear, Google Suite, Slack, HubSpot.

About You

• At least 1 year of customer support experience in a live chat/email-heavy role (not phone-based or call center-only), ideally supporting a technical or product-heavy platform
• Bonus points if you’ve worked with APIs, CSS, or HR tech tools.
• Comfortable working in fast-paced, high-volume SaaS environments (100+ tickets/week)
• Clear, confident communicator—friendly but direct, with strong written skills and the ability to simplify complex topics without losing clarity, tone, or professionalism.
• Technically curious—you don’t need to code, but you’re eager to dig into how the platform works
• Familiar with live chat platforms like Intercom, and happy juggling chat + email workflows
• Highly organized and proactive—able to track issues across time zones and see them through
• Product-minded—you can put yourself in the customer’s shoes and translate what they’re asking into what the product is doing
• Based in the UK with work authorization