Technical Support Engineer (Customer Service)
Location: 2 days per week in our Bristol office
Reports to: Head of Customer Services
Contract: Full-time Permanent
About Pure
At Pure, we’re driven by a vision of a cleaner, healthier future. Imagine a world less reliant on cars, with cleaner air and less congestion - we’re working to make that a reality. Our mission is to reduce society’s dependence on cars, cut air pollution, and ease urban congestion through our range of electric scooters.
The Role
We’re looking for a Customer Service Executive with an engineering background to join our team. In this role, you’ll spend around 80% of your time delivering exceptional customer support across live chat, email, and phone - and 20% collaborating with our Engineering team to translate customer insights into real improvements in our products and service experience. You’ll be the bridge between our customers and our engineers: solving problems, spotting trends, and helping us continuously evolve our scooters to meet customer needs. This is a fantastic opportunity for someone who loves both people and problem-solving, and wants to use their technical understanding to make a genuine impact.
What You’ll Do
Customer Service (80%)
* Respond promptly and professionally to customer queries via chat, email, and phone.
* Deliver on SLAs and KPIs across all communication channels.
* Handle callbacks and repair-related cases with care and precision.
* Liaise with repair centres and logistics partners to ensure timely resolutions.
* Track, monitor, and follow up on repair progress to maintain customer satisfaction.
* Represent the Pure brand with warmth, empathy, and professionalism in every interaction.
Engineering Collaboration & Insights (20%)
* Analyse customer service data to identify trends and recurring technical issues, providing actionable insights to the Engineering team.
* Act as a technical subject matter expert (SME) within the Customer Service team, supporting colleagues with product-related queries and troubleshooting.
* Use your engineering knowledge to help the wider team understand technical feedback from customers and translate it into product improvements.
* Collaborate with Engineering on case reviews, helping identify opportunities to improve reliability, performance, and design.
* Support product development discussions by sharing insights gathered from customer interactions.
What You’ll Bring
* A degree in Engineering.
* Strong communication and interpersonal skills, with the ability to simplify complex technical concepts for customers.
* Proven ability to handle customer-facing interactions with empathy, clarity, and professionalism.
* Strong analytical thinking, with a passion for identifying patterns and solving problems.
* Experience thriving in fast-paced, collaborative environments.
* Excellent written and verbal communication skills in English.
* High attention to detail, accuracy, and organisation.
* Resilience under pressure and a positive, customer-first mindset.
* Curiosity and enthusiasm for deepening your understanding of our products and technology.
* Confidence with MS Office and general digital tools; familiarity with CRM systems is a plus.
* Flexibility to support overtime during weekdays or weekends when needed.
* Additional languages are a plus, but not essential.
What We Offer
* Competitive salary
* Bonus scheme and performance incentives
* 25 days annual leave + bank holidays
* Pension scheme
* Employee discounts on Pure products
* Health and wellbeing support
* Career development and progression opportunities
* Flexible working arrangements
Why This Role Matters
* This is a unique opportunity to blend technical insight with customer empathy — helping shape the future of Pure’s products while delivering the outstanding service we’re known for. If you’re passionate about engineering, sustainability, and customer experience, we’d love to hear from you.