Job Specification: Junior SaaS Customer Support Specialist
Company: SDS Plus
SDS Plus are a dynamic Midlands - based TMS provider revolutionising logistics and supply chain operations through an industry leading, cloud based platform. We deliver complete visibility and total control by unifying real-time tracking, mobile workforce coordination, and asset traceability into one scalable solution. Our mission is to empower businesses that move or manage assets—reducing downtime, eliminating blind spots, and streamlining workflows to boost efficiency, productivity, and compliance. Whether coordinating vehicle fleets, managing service teams, or optimising fixed assets across sites, we help our clients make data-driven decisions with features like live alerts, digital Proof of Delivery, and intuitive dashboards. Join us in transforming operations for forward-thinking companies in transportation and beyond.
Job Title: Customer Success Co-Ordinator
Location: Tamworth, UK (Hybrid/Remote options available)
Department: Customer Success and Operations
Employment Type: Full-Time
Salary: £28,000 per annum (depending on experience) + benefits
Role Overview
We are seeking a motivated and customer-focused Customer Success Co-Ordinator to join our team at SDS Plus. In this entry-level role, you will support our clients using our TMS platform while working closely with the IT and development teams. You'll help troubleshoot technical issues, assist with operational processes, support with training and contribute to testing and data analysis to enhance the platform experience. This position is ideal for someone early in their SaaS career, with a strong interest in customer service, problem-solving, and technology.
If you enjoy helping customers, learning new systems, and contributing to improvements in a collaborative SaaS environment, this is a great place to grow your career.
Key Responsibilities
Customer-Facing Support: Provide remote assistance to clients using our TMS platform, helping them navigate features such as real-time tracking and asset management, and ensuring timely resolutions to their issues.
Issue Resolution and Escalation: Attempt initial troubleshooting for technical issues (platform glitches, integrations) and escalate complex problems to IT/dev teams, while keeping clients updated on progress.
Dev Team Support: Assist in managing IT/development priorities based on customer feedback, support backlog grooming, and ensure smooth handoffs for bug fixes and feature updates.
Operational Coordination: Participate in internal and client meetings, take detailed notes, track action items, and follow up to ensure timely completion.
Analysis and Insights: Support data analysis on support tickets, usage trends, and customer feedback to identify patterns, contribute to recommendations, and support platform improvements.
Client Relationship Building: Engage with customers via email, chat, phone, or video calls to provide guidance, collect feedback, and share best practices, helping to strengthen client relationships.
Testing Support: Assist with functional and user testing of platform updates or new features, document findings, and report bugs to ensure high-quality releases.
Documentation and Compliance: Maintain accurate support records, update knowledge bases, and ensure adherence to data privacy and industry standards.
Required Skills and Qualifications
Experience: 1+ year in a customer-facing or support role, ideally in SaaS, software, or logistics. Entry-level experience is acceptable.
Technical Skills: Basic understanding of SaaS platforms. Willingness to learn reporting, and testing procedures.
Soft Skills: Excellent communication, attention to detail, and problem-solving skills. Strong organisational abilities for tracking tasks and coordinating with teams.
Education: Bachelor's degree in Business, IT, Logistics, or related field (or equivalent experience).
Desirable:
Knowledge of transportation management systems, supply chain processes, or prior exposure to startup/tech environments.
Experience with remote collaboration tools (Teams) and eagerness to learn new SaaS tools.
Other:
Eligibility to work in the UK.
Willingness to work flexible hours to support client operational hours.
What We Offer
Competitive salary with strong career progression.
Comprehensive benefits including health insurance, pension scheme, and 28 days annual leave.
A collaborative, innovative culture where your contributions influence product evolution.
Exposure to cutting-edge TMS solutions that make a real impact on clients' operations.