Customer Support Specialist – HelpScout, ~10hrs/week, UK Hours

About us: We're a remote-first software development and customer experience agency based in Europe. As part of our services, we run dedicated email support for clients across the UK and Europe. We're looking for a proactive, detail-oriented Customer Support Specialist to join our existing support team on one of our UK-based client accounts. What you'll do: - Answer and resolve customer emails in HelpScout on behalf of our client, following their tone of voice and our internal process guides - Monitor and consistently hit daily KPI targets, including FRT and other metrics defined for this account - Process refunds and related transactions directly in the client's admin platform - Manage gift card payouts according to the client's policy - Escalate anything complex, sensitive, or outside policy to your team lead - Maintain up-to-date support library based on recurring customers' questions What we're looking for - Proven experience in email-based customer support, ideally e-commerce or SaaS - Hands-on experience with HelpScout or a similar helpdesk tool (Zendesk, Freshdesk, Intercom) will be an advantage - Strong written English; comfortable with UK tone/spelling conventions - Reliable, consistent daily availability. Flexible on exact timing but you're responsible for keeping response-time KPIs on track across the client's full business hours (9am–7pm GMT/BST), which may mean checking in more than once a day - Comfortable working as part of a distributed team, following both agency and client processes How we'll work together - Paid trial period first, so we can confirm fit before moving to an ongoing arrangement - Onboarding/shadowing with our current team so you learn the client's tone, tools, and policies before working independently We are looking for someone to work with long-term. There’ll be more opportunities to take on responsibility, increase your hours, and earn more as the role grows. To apply: Please start your proposal with the word "HELPSCOUT" so we know you have read the full post and you are not an AI bot.