UK Applicants Only
Location:
Redruth, Cornwall (Hybrid – office & home)
Hours:
Full-time, Monday to Friday, 9:00 AM – 5:30 PM (flexi-hours available)
Salary:
Competitive + pension + significant perks
About FibreCRM
FibreCRM is a fast-growing software company specialising in CRM, client onboarding, and compliance solutions for UK accounting firms. Our platform helps firms streamline client relationships, manage risk, and meet KYC/AML requirements – all while integrating seamlessly with leading practice management systems such as IRIS, CCH, and Xero.
We're looking for a
Product Support Specialist
with a positive, can-do attitude to join our friendly, innovative team. This role is ideal for someone with 1–2 years' experience in software or IT support, but we're equally open to applicants who are eager to kickstart their career in the SaaS sector and develop their skills with us.
What you'll be doing:
As a Product Support Specialist, you'll be the first point of contact for customers and play a vital role in ensuring our clients get the best from FibreCRM. Day to day you will:
* Provide front-line technical support to customers via Freshdesk (tickets, email, calls)
* Troubleshoot issues with CRM systems, integrations, and automations
* Liaise with developers and the Product Manager to resolve software bugs
* Assist with software testing and documenting issues for Jira
* Write and maintain knowledge-base articles and guides for customers
* Support continuous improvements to our support processes and tools
What we're looking for
We're open to training the right candidate, but ideally you'll bring:
* 1–2 years' experience in a technical support or IT support role, or a strong desire to learn and grow in this area.
* Excellent written and spoken communication skills, with strong grammar
* Good attention to detail
* A positive, proactive, and problem-solving mindset able to work under pressure in a fast-paced environment
* Familiarity with any of the following (training provided if needed):
* CRM systems
* Freshdesk
* Jira
* AI tools
* Low-code automation platforms (e.g. Zapier, n8n, )
* Report writers / business intelligence tools / basic SQL knowledge
What's in it for you:
* Competitive salary + pension
* Significant perks and benefits package
* Hybrid working with flexibility around hours
* Training and professional development opportunities
* The chance to work in a growing SaaS company with real career progression
* A supportive, collaborative culture where your ideas are valued
How to Apply:
Send your CV and a short cover note to
telling us why you'd be a great fit for the role.