Pinpoint, a leading HR tech start-up, is looking for a talented Customer Support Specialist to join their remote team in the UK! As a key member of their support team, you’ll deliver fast, human, and helpful responses to customers, helping recruiters, HR teams, and hiring managers succeed. If you’re technically curious, love problem-solving, and thrive in a fast-paced environment, we want to hear from you!
Quick Snapshot
Job Type: Full Time
Salary: £35,000 – £40,000 / year
Firm: Pinpoint
Location: Remote
Work Schedule: Monday-Friday, 11am-7:30pm UK time
Language: English
Pinpoint’s HQ is in Jersey, Channel Islands, UK
Full job description
Pinpoint is a high-growth HR tech start-up that builds software to help recruitment teams attract, hire, and onboard talent. They have a strong product-market fit, happy customers, and a fast-paced work environment.
Job Summary
Pinpoint is looking for a Customer Support Specialist to join their remote team. The role involves providing fast, human, and helpful support to customers via live chat and email. You’ll work Monday to Friday, 11am-7:30pm UK time, and handle over 100 tickets per week.
Responsibilities
- Own customer tickets end-to-end via Intercom
- Respond to customers within 2 minutes on average via live chat
- Maintain fast close times while delivering personal, context-aware support
- Investigate technical issues, replicate bugs, and escalate appropriately
- Help clients understand and adopt new features
- Contribute to internal documentation and process improvements
- Stay composed and personable under pressure
What We Offer
- Gold-plated healthcare for you and your family
- Unlimited holidays
- Mental health support through Spill
- Retirement matching
- Remote-first culture with flexibility and trust
- Meaningful equity
- Generous parental leave
- Learning budget
- Top-of-the-line equipment
- A supportive and driven team
Requirements
- 2+ years of customer support experience in a live chat/email-heavy role
- Experience supporting a B2B SaaS platform (HR tech experience is a plus)
- Comfortable in a fast-paced, high-volume SaaS environment
- Clear, confident communicator with strong written skills
- Technically curious and eager to learn
- Highly organized and proactive
Nice to Have (Not compulsory)
- Experience troubleshooting integrations (e.g. HRIS, calendar, SSO)
- Familiarity with APIs, webhooks, or basic JSON concepts
- Experience partnering with Product or Engineering teams
- Experience testing new features or contributing to internal QA
Salary: £35,000 – £40,000 per year
Reporting To: Emilia Carvell, Customer Support Team Lead