Beyonk Group is a fast-growing startup in the SaaS industry, helping experience and attraction businesses grow with our ticketing software and marketing services. We operate globally, with our main client base across the UK and the US Our customers are incredibly diverse, from farm parks and soft plays through to animal attractions and historic houses. It is an exciting time to join us as we grow, particularly if you are looking to build experience in the SaaS and tech industry This is not your typical support role, and it is nothing like a call centre. Many of the queries that come through our support inbox come with their own context and set of challenges. It is rarely a case of relying on a template to answer a question. Instead, you will need to think critically, ask the right questions, investigate problems, and resolve issues on a case-by-case basis The nature of the business means that not everything is fully defined. Processes are still being shaped, improved, and in some cases built from scratch, which creates a real opportunity to identify inefficiencies and suggest better ways of working There is a lot of scope to take ownership of how the role develops, improve processes, and use tools such as AI to help make things more efficient. We are always open to ideas on how we can do things better, save time, and support each other more effectively The progression speaks for itself. Both of our last two hires in this role were promoted after just over a year, one into account management and one into operations. We are looking for someone who wants to learn the platform, do the role well, and really use this opportunity as the beginning of their career in the SaaS industry Respond to customer queries via call and email Diagnose and resolve customer issues efficiently Clearly communicate solutions and next steps to customers Take ownership of problems and ensure they are fully resolved Develop an understanding of how clients use our platform to operate their business Recognise when issues may have a direct impact on a customer’s revenue or operations Prioritise support queries based on urgency and business impact Apply judgement when handling customer issues rather than relying solely on scripts or processes Navigate ambiguity and investigate issues where the solution is not immediately obvious Identify recurring customer issues and contribute to improvements in support processes Document solutions and contribute to internal knowledge resources Play a role in strengthening internal resources, including our AI chatbot, Arnie What success looks like Within the first 6 to 12 months, the successful candidate will: Handle customer support queries confidently and independently, while using good judgement to escalate issues to the appropriate teams when needed Demonstrate strong judgement when prioritising and resolving queries efficiently Communicate clearly and professionally, both internally and with customers Identify opportunities to improve internal processes