Job Description

Who are we?

Come and Meet the Founder in this 1 minute video, where you'll get a firsthand glimpse into who we are and life here at Commusoft.

Global Mission Statement:

From the side project of an entrepreneurial university student to an award-winning global company, Commusoft continues to evolve and have a positive impact in the field service software market. Since 2006, we've not only transformed our own services and offerings, but we've transformed the business operations of thousands of service companies who rely on our software every day.


Our dedication to being a positive presence stretches far and wide, underpinning the entire journey that Commusoft employees take our clients on. Starting with making sure we only sell to businesses that can benefit from our solutions, to comprehensively supporting clients from day one, and always being open and transparent with our community - these commitments ensure sustainable growth for our clients and Commusoft alike. And none of it is possible without our hardworking and forward-thinking team.

Department Mission Statement:

At the heart of Commusoft's success lies our Client Operations team - a powerhouse of Service, Success, and Technical expertise. We're not just Support; we're dedicated partners, guiding our clients to unlock the full potential of their investment. Our commitment to building lasting relationships is reflected in outstanding client sentiment and engagement, with online reviews consistently highlighting our support as a key differentiator.


Within our Service team, we champion a culture where client satisfaction and team well-being go hand-in-hand. We believe that a positive and growth-oriented environment empowers us to deliver exceptional service, turning every interaction - win or learn - into an opportunity to strengthen client loyalty.

Inclusion and Belonging at Commusoft:

Our clients come from all walks of life and so do we. We draw upon our talented and diverse team of different cultures, backgrounds, and life experiences to ensure the success of our business. We have a 'culture-add' mindset rather than 'culture-fit' when it comes to our hiring process and we intend to genuinely drive transformational change when it comes to diversity, inclusion and belonging. If you're eager to take clients on a journey and help transform field service businesses for the better, you'll be at home at Commusoft.

What you'll do:

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Provide Multi-Channel Support:

Efficiently manage and respond to client support requests via phone, email, and other channels, utilising remote support tools as needed. +

Master Our Platform:

Develop a deep understanding of our SaaS product to effectively troubleshoot issues, answer questions, and guide clients.
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Log and Track Issues:

Accurately log all support queries, actions taken, and updates in our ticketing system (e.g., Intercom), ensuring comprehensive record-keeping and efficient workflow management.
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Prioritise and Resolve:

Take ownership of client issues, prioritise them based on severity and impact, and drive them to timely and accurate resolution, adhering to established SLA.
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Educate and Empower:

Proactively assist clients by providing clear explanations and helpful guidance on features, functionalities, and best practices.
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Develop Self-Service Resources:

Contribute to keeping our knowledge base clear and concise with articles, FAQs, and potentially video tutorials to empower clients to find solutions independently.
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Collaborate with Internal Teams:

Effectively escalate complex technical issues to the development and product teams, providing detailed information and collaborating closely to ensure swift resolution and contribute to product improvements.
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Contribute to Continuous Improvement:

Identify recurring issues and provide valuable feedback to the product team to help enhance the user experience and prevent future problems.
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Maintain a Customer-Centric Approach:

Consistently demonstrate empathy, professionalism, and a commitment to providing exceptional customer service in every interaction.
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Stay Up-to-Date:

Continuously learn about new features, updates, and best practices related to our software and the SaaS industry.

Your skills, experience and values:

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Technical Aptitude:

A strong interest in technology and software, with a solid understanding of operating systems (Windows and Mac) and proficiency in various software applications, including common business tools (e.g., Google Apps for Business, Slack).

Software Support Experience:

Proven experience (typically 1-2 years) in a technical support, user support, or customer service role within a software or SaaS environment, or a demonstrable strong interest and aptitude for the industry.

Excellent Communication Skills:

Exceptional verbal and written communication skills with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences.

Problem-Solving Skills:

A proactive and analytical approach to problem-solving with the ability to diagnose issues, identify root causes, and implement effective solutions.

Customer Focus:

A genuine passion for providing outstanding customer service and a strong commitment to client satisfaction.

Team Player:

Ability to work effectively as part of a close-knit team, collaborating with colleagues and sharing knowledge.

Organisational Skills:

Excellent organisational and time-management skills with the ability to manage multiple tasks and prioritise effectively.

Proactive and Self-Motivated:

A proactive attitude with a willingness to take initiative, learn independently, and contribute ideas for improvement.

Familiarity with Support Tools:

Experience using ticketing systems (e.g., Intercom and Jira), remote support tools (e.g., TeamViewer), and potentially knowledge base platforms.

Salary & Benefits

The base salary is 28,000-29,000 per year.



The other elements of your compensation include: 23 days PTO + 8 UK bank holidays = 31 days off, 50 monthly gym contribution, pension contribution, a work laptop, drinks and snacks provided at our brand new modern workspace next to Elephant & Castle underground station.


And you'd probably like to know that we have a hybrid working model (10 days a month in the office minimum) but it is an open door so feel free to come in more if you'd like! Please note that for the 1st month, you would be in the office full-time Mon-Fri 8.30am - 5.30pm