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Customer Support & Systems Specialist, Leatherhead
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Client:
Location:
Leatherhead, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
6bc581382486
Job Views:
3
Posted:
25.06.2025
Expiry Date:
09.08.2025
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Job Description:
Location: Leatherhead, UK (Hybrid: part-office, part-home working)
Contract: Permanent | Full-time (37.5 hours/week)
Salary: £26,500 – £32,000 (dependent on experience)
Holiday: 26 days + 8 bank holidays
Location: Leatherhead, UK (Hybrid: part-office, part-home working)
Contract: Permanent | Full-time (37.5 hours/week)
Salary: £26,500 – £32,000 (dependent on experience)
Holiday: 26 days + 8 bank holidays
About the Role
We’re looking for a highly organised, tech-savvy, and customer-focused Customer Support & Systems Specialist to join our growing team.
In this hybrid role, you’ll be the first point of contact for customer queries and a key systems champion across our business. You'll manage support tickets via HubSpot, oversee updates and maintenance on our WooCommerce/WordPress website, and help streamline operations through improved automations and platform integrations (including HubSpot, Xero, and Asana).
You’ll also play a key role in our tasting validation schemes—guiding customers through the process, resolving login and data entry issues, and supporting both the technical and sales teams with customer-facing systems.
If you're the kind of person who loves problem-solving, process improvement, and delivering great service, this could be a perfect fit.
Key ResponsibilitiesCustomer Support (HubSpot Helpdesk)
* Act as the first line of support for customer queries via our HubSpot helpdesk (tickets, email, and chat).
* Troubleshoot access, data entry, and customer portal issues.
* Maintain a helpful, professional tone across all customer interactions.
* Escalate technical/operational issues with clear documentation.
Scheme Assistance
* Assist customers in using our browser-based system for tasting scheme participation.
* Guide users through technical aspects of the scheme process.
* Collaborate with internal teams to ensure a seamless experience.
Sales Team Support
* Assist the sales team with reporting and data entry requirements.
* Support customers with system login issues and data uploads related to training, validation, or order processes.
* Provide technical support that enables the sales process to run smoothly.
Website & WooCommerce Management
* Manage and maintain our WooCommerce/WordPress site (aroxa.com), including:
o Product listings
o Content updates
o Shipping rules
o Discount logic (YITH, plugin-based)
o Private customer catalogues
o Multi-currency settings
* Monitor website performance, manage plugin updates, and resolve UX or technical issues.
* Liaise with developers for escalated fixes or improvements.
CRM & Systems Support (HubSpot, Xero, WooCommerce)
* Maintain accurate CRM records (contacts, deals, tickets, etc.) in HubSpot.
* Build and improve automation workflows and custom properties.
* Design dashboards and reports to support customer insights and scheme performance.
* Help integrate platforms (e.g. WooCommerce → HubSpot → Xero) using tools like Zapier, Make, or direct API connections.
Internal Systems & Tech Stack Improvements
* Promote data consistency and automation best practices across systems.
* Identify pain points in workflows and help teams resolve inefficiencies.
* Support broader discussions on platform improvements and new feature rollouts.
Who We’re Looking ForEssential Skills & Experience
* Strong experience in customer or technical support.
* Confident working with WooCommerce/WordPress, including products, layout, and user access.
* Comfortable using HubSpot CRM for contact management, ticketing, automation, and reporting.
* High IT literacy and strong troubleshooting instincts.
* Able to manage and support platform integrations.
* Detail-oriented, with great documentation and communication skills.
Desirable (Nice to Have)
* Experience with global e-commerce and multi-currency setups.
* Working knowledge of HTML/CSS for basic formatting.
* Familiarity with Zapier, Make (Integromat), or APIs.
* Experience in ISO 9001 or other quality-led environments.
* A second language (advantageous but not essential).
What We Offer
* 26 days’ holiday + bank holidays
* Flexible hybrid working and hours
* Company pension scheme
* Sick leave, parental leave, and compassionate leave
* Free on-site parking
* Personal development opportunities and system ownership
* A friendly, collaborative team culture
* Regular socials and company events
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