Customer Support Agent (Maternity cover)
Phorest powers over 11,000 hair and beauty salons using our software in the UK, Ireland, Germany, Finland, the USA and Canada, processing more than 7 million appointments per month.
Our system touches every point of the salon experience. We have the in‑salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon.
Responsibilities
* Take ownership of the investigation, diagnosis, and resolution of our client’s technical and customer service‑related questions. We own client communication from initial contact until resolution.
* Strive to be a product expert in all areas of the product. We pride ourselves on being able to understand each customer’s needs deeply. We believe in empathetic, transparent, and solution‑focused support and communication.
* Advocate for, and be the voice of our clients internally. We engage with and work alongside different teams to provide product feedback and iterate on our processes. We regularly collaborate with different teams within Phorest, including our Marketing, E‑commerce, and Mobile teams to ensure every decision made has our customers in mind.
* Help test new features, bug fixes, and improvements and provide direct feedback to the teams involved.
Onboarding & Development Schedule
* Month 1: Complete induction, become familiar with the organisation and the functions/departments, begin to work in the role with help from managers and colleagues.
* Month 2‑3: Start building on the foundational basics learned in month 1 alongside your teammates, set weekly goals with your manager to aid your early development within the role, begin biweekly 1:1’s with your manager.
* Month 3‑6: Partake in your 3‑month review and contribute to your development plan for the next 3 months, continue biweekly 1:1’s with your manager.
* Month 6‑10: Partake in your 6‑month review, building toward a target of 17+ tickets closed per day.
Qualifications
* 3+ years of experience in Customer Support
* 1+ year of experience in Technical Support
* Exceptional problem‑solving skills
* Genuine passion for speaking to and supporting customers
* Strong ability to prioritise and manage competing priorities
* Excellent written and verbal communication skills – make technical language accessible to customers
* Ability to think on your feet and context‑switch when needed
* Be thorough, detail‑oriented, and self‑motivated
* Ability to work independently, as well as collaboratively
* Commitment to continuous self‑improvement and learning
Nice to Have
* Experience troubleshooting and supporting Cloud Software
* Knowledge of Zendesk, Aircall, Slack
* Interest in technology and/or the Hair & Beauty Industry
* 1+ year in SAAS (Software As A Service) Support Environment
Benefits
* 🧘Wellbeing – private healthcare, 2 Wellness Days, an employee assistance program, and a free online GP service.
* 💰Financial Wellbeing – competitive compensation, an Employee Share Purchase Scheme, pension, life assurance, and income protection.
* 🚵Transport – bike to work scheme and tax‑saver transport tickets.
* 🦸Women’s Health – 2 weeks leave for fertility treatment, pregnancy loss, and menopause.
* 🍼Family – enhanced maternity and paternity benefits.
* 🌳Learning – our own timber, extensive development opportunities, LinkedIn Learning, and our development programs.
* 🏠Moving – 3 moving days per employee.
Phorest is an equal opportunity employer.
For this position, flexi‑time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest!
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