Job: Customer Support Specialist Location: UK Salary: £27,500 - 32,500 (Depending on experience) At Kallidus, we’re on a mission to help organisations build people-first cultures through learning, performance, and talent solutions. Our award-winning suite empowers organisations to attract, develop, and retain the best talent — combining data, learning, and behavioural insights into one seamless platform. The goal to link Employee performance to business outcomes. Job Purpose: Our Customer Support Specialists provide high-quality support to Kallidus customers across our SaaS product suite, helping them resolve queries and get the most value from our platform. This role goes beyond responding to tickets - it’s about owning customer queries from start to finish, ensuring they are understood, progressed, and resolved effectively. You’ll work closely with customers to provide clear guidance, while also collaborating with internal teams when needed to drive issues forward. You’ll develop a strong understanding of Kallidus products, enabling you to confidently support a wide range of queries and provide proactive, helpful advice. Success in this role comes from being organised, curious, and comfortable working in a fast-paced and sometimes complex environment, while maintaining clear and consistent communication with customers throughout. Key Responsibilities Act as a primary point of contact for customer support queries across all channels Respond to a broad range of queries across the Kallidus product suite Own and manage customer cases end-to-end, ensuring they are actively progressed and not left unresolved Maintain clear, timely, and helpful communication with customers, keeping them informed throughout the lifecycle of their query Investigate issues using structured problem-solving, asking effective questions to understand the root cause Provide resolutions where possible, or engage the appropriate internal teams with clear context when escalation is needed Balance multiple queries of varying priority, managing workload effectively to meet agreed timescales Follow internal processes to ensure a consistent and high-quality support experience Build strong relationships with customers through trust, clarity, and reliability Contribute to knowledge sharing and continuous improvement within the team Key Skills, Knowledge and Behaviours: Strong communication skills, with the ability to explain information clearly and simply Good problem-solving skills, with a logical and structured approach Ability to manage and prioritise multiple tasks in a busy environment High attention to detail and an organised way of working A proactive and positive attitude, with a willingness to learn Strong customer service mindset and desire to deliver a great experience Confidence in handling customer conversations via email, chat, and phone Ability to work collaboratively with others and seek support when needed Interest in developing knowledge of software products and how they work Experience with tools such as Zendesk, SQL, and Postman What we offer: Workplace Pension Scheme Private Medical Insurance 26 days holiday increasing to 29 with service Birthday off Holiday Trading Hybrid Working Home Office set up assistance Equal Opportunities Employer At Kallidus, we work hard to build an explicitly inclusive space where everybody belongs. Kallidus is a supportive, caring, and enjoyable working environment for all our people, and we are committed to furthering the diversity of our teams. Diversity brings innovation and creativity through different views, backgrounds, and opinions; as a people-first organisation, it’s crucial that our teams reflect global diversity. Our people are the heart of our success, and diversity is what drives that; we welcome applications from all backgrounds and diverse communities.