Customer Success and Support Specialist
Rockstar is recruiting for a company that provides software solutions for urban forestry and asset management, helping communities manage trees and green spaces. They are a small, global team with a product that delivers real environmental impact. The company is seeking a UK-based customer success professional to be the primary support contact for their UK and Ireland customers.
About the Role
The person in this role is the day-to-day face of the company for UK and Ireland customers: the person who picks up the phone, resolves their tickets, gets them onboarded, and checks in to make sure they are getting value from the software platform. They also work the global support queue, triaging what comes in overnight from North America and the rest of the world and clearing the Tier 1 and straightforward Tier 2 tickets they can. UK customers are their focus and their phone line. The whole customer base is their queue.
This is a people-first role. They do not need to be a database expert; the Tier 2/3 team handles deep data work. They need to be great with customers, quick to learn software, and organised.
What You'll Do
Frontline Support
- Own UK phone and email support during UK business hours and resolve Tier 1 tickets in Zendesk to agreed service levels.
- Triage the global queue each morning: resolve Tier 1 and straightforward Tier 2
