Senior Customer Support Specialist (SaaS)

Location: Remote (UK-based)

Salary: £35,000

Type: Full-time, Permanent

About Vidonary

Vidonary is a video creation platform built specifically for founders, freelancers, and business owners who want to become recognised authorities in their industry.

We're on a mission to make consistent video content accessible to every business owner. Our platform combines strategic content planning with simple recording, editing, and publishing tools.

We're a small, ambitious team preparing for our Founding Members launch in February 2026, and we're looking for someone special to join us as we grow.

The Role

As our Customer Service Specialist, you'll be the friendly, knowledgeable voice our customers turn to when they need help.

You'll be joining a small team where your opinions matter, your impact is visible, and your growth potential is significant.

You'll work directly with our founders, Martin Huntbach and Lyndsay Cambridge, learning the ins and outs of both the product and the business.

For the right person, this role has a clear path to Head of Customer Success as we scale.

What You'll DoDay-to-Day Customer Support

• Respond to customer queries via email, live chat, and social media with warmth and expertise
• Troubleshoot technical issues and guide customers through features
• Provide feedback via video (e.g. Loom), voicenote and livechat, text to make it easy for the customer
• Host live video calls showing people how to use the platform and answering questions
• Document common issues and help build our knowledge base

Product & Customer Insights

• Spot patterns in customer feedback and share insights with the team
• Identify feature requests and pain points to help shape our product roadmap
• Help refine our onboarding process based on real user experiences

Community Building

• Welcome new Founding Members and make them feel part of something special
• Engage with our community across platforms (email, social media, future forum)
• Contribute ideas for customer education content (tutorials, tips, FAQs)

Growth & Systems

• Help establish customer service processes as we scale
• Build out our help documentation and resources
• Track key metrics (response times, satisfaction scores, resolution rates)
• Suggest improvements to make support more efficient and delightful

What We're Looking ForEssential

• Customer-first mindset - You genuinely care about helping people succeed
• Clear communicator - You can explain technical concepts in simple, friendly language 
• Self-starter - Comfortable working independently and figuring things out
• Problem solver - You don't just answer questions, you resolve the underlying issue
• Comfortable with tech - Can provide answers on video, text, VoiceNote, etc
• SaaS/tech experience - Experience in a similar role providing customer support online 
• UK-based - Available during UK business hours for real-time support

Nice to Have

• Familiarity with video creation, content marketing, or social media
• Experience using help desk software (we're using Crisp right now)
• Background in building customer service systems from scratch

Your Personality

• Empathetic - You understand when customers are frustrated and respond with patience
• Proactive - You spot issues before they become problems
• Collaborative - You work well with a small team and share ideas openly
• Outgoing/people person - You enjoy speaking to people and solving their problems

What We OfferGrowth & Development

• Direct path to Head of Customer Success as we scale
• Work closely with experienced founders who've built successful businesses
• Genuine opportunity to shape how we support and grow our customer base
• Be part of a product launch and see your impact immediately

Work Environment

• Remote-first with flexible working hours
• Small team where your voice matters and your ideas get implemented
• Access to the tools and resources you need to do your best work
• Supportive, collaborative culture that values kindness and results

Compensation & Benefits

• £35,000 per annum
• 25 days holiday plus bank holidays
• Pension contribution
• Free Vidonary subscription

Why This Role Is Different

You'll join at a pivotal moment, right as we launch to our Founding Members. The systems you build, the relationships you form, and the insights you gather will shape how thousands of business owners experience Vidonary.

You won't be stuck following rigid scripts or hitting arbitrary metrics. We want someone who thinks strategically, cares deeply, and wants to grow with us.

If you're looking for a role where you can make a real difference, build something from the ground up, and develop into a leadership position, this could be it.

How to Apply (IMPORTANT!)

Send your CV and a short cover letter to martin@vidonary.com with the subject line: "Video Legend: [your name]"

Can your short cover letter please include:

1. A brief overview of your previous customer service experience 
2. What you love about helping customers
3. One example of how you've used video, VoiceNote, or creative communication to help someone understand something complex

We value your time: If you're invited to interview, we'll pay you £75 for your 45-minute interview, regardless of the outcome.

Application Deadline: Thursday, 5th February

Interviews: Rolling basis

Start Date: ASAP

We're building something special at Vidonary. If you want to be part of it, we'd love to hear from you!

Equal Opportunity Employer

Vidonary is committed to creating an inclusive environment for all employees. We welcome applications from candidates of all backgrounds.