Job Title
: 2nd Line Customer Support Agent
Location
: Bristol (Hybrid)
About Jugo
Jugo is the next-generation virtual meeting impact technology - purpose-built to empower hosts and transform how commercial teams go to market.
Built as a performance layer on top of platforms like Zoom and Teams, Jugo enhances how people show up, how their content lands, and how their brand is experienced. We help teams communicate with more confidence, clarity, and brand power - unlocking deeper engagement and more valuable dialogue.
Powered by NVIDIA GPUs and proprietary AI, Jugo delivers high-impact, cinematic meeting experiences - with no downloads, plug-ins, or production complexity.
Our Managed Service Studio has been the engine behind our early success - helping us validate product-market fit and build strong demand for our technology. Through this studio-led model, we've now delivered over $1M in annual sales, partnering with some of the world's most iconic brands including
Coca-Cola, PSG, Smirnoff, Guinness, Arsenal, LEGO, Nokia, Hitachi, and Vodafone.
In 2026, we're launching a new self-serve SaaS version of Jugo - purpose-built for the moments that matter most: the pitch, the presentation, the partner call that can't fall flat. Designed to sit over the 300M+ virtual meetings happening every day, this version of Jugo puts high-impact delivery into the hands of every commercial team.
But we're not building another B2B tech brand. We're building something that feels alive - culturally sharp, emotionally intelligent, and radically human. People are done with boring software and corporate noise.
They want connection. Confidence. Impact.
Our Vision:
To become the world's confidence platform for virtual communications - helping people and brands show up at their best and drive results, every time.
Our Mission:
We deliver experiences that transform everyday virtual communication into powerful, brand interactions that inspire action.
Our Promise:
To make any host - Look remarkable. Feel unstoppable. Deliver with impact. To truly Own the Moment.
The Role: Human First Responder. Calm Communicator. Customer Champion
As a
Line 2 Customer Support Agent
, you'll be one of the first voices our users encounter - providing fast, friendly, and confident support to early adopters and long-standing clients alike.
You'll handle inbound queries, resolve common setup and usage issues, support our Pioneer programme (pre-launch SaaS users), and escalate more complex items with clarity and care. This role is all about presence, empathy, and building trust in moments that matter.
What You'll Do
Customer Support & Troubleshooting:
* Respond to inbound queries across email, chat, and ticketing systems and handle support calls when needed with calm, clear communication
* Guide users through setup, troubleshooting, and in-platform actions. Ensuring all queries are fully resolved and not just replied to
* Maintain accurate ticket notes, logs, and resolution updates within our support system, and use this information to update key stakeholders
* Run through standard troubleshooting scripts (browser resets, cache, workflow checks) before escalation to technical support
* Maintain high customer satisfaction standards through quality, clarity, and empathy.
Pioneer Program Support (Pre-Launch SaaS):
* Provide white-glove support to our early SaaS users (Pioneers)
* Answer questions, troubleshoot access and feature use, and collect feedback
* Engage with users via Slack and other channels to ensure active support and insight flow
* Coordinate basic comms (template updates, usage nudges, support content)
* Ensure prioritisation for these lines, with improved SLAs and a high-touch support approach
Process Improvement & Insight Sharing:
* Identify repeat queries, gaps in documentation, emerging product themes, or outdated content and share insights with stakeholders
* Escalate complex or technical issues with clear, structured notes - including steps already taken to progress/ resolve the issue
* Feed insight to Product, Customer Success, and Marketing teams
* Help maintain knowledge base articles and support guides
* Support creation and improvement of SLAs, templates, and internal playbooks
You'll Thrive in This Role If You...
* Have
1–3 years' experience
in a customer support or helpdesk role (B2B or SaaS preferred)
* Communicate clearly and calmly - especially under pressure
* Are organised and capable of juggling multiple tickets and channels
* Have solid digital literacy and can comfortably explain common browser or settings-based fixes
* Bring empathy and structure to every customer interaction
Success Metrics
* 80% CSAT across all lines
* SLAs are adhered to and the support queue is organised, and controlled
* Response and resolution time SLAs consistently met/ exceeded
* Clean CRM/service tool hygiene with clear notes and status updates
* Regular contribution to support content or process updates
What We Offer
* Hybrid working with access to our Bristol HQ
* 25 days holiday + public holidays
* Training, tools, and development support to grow your career in tech
* A chance to join a team shaping the future of virtual meetings
* A role where your calm clarity becomes a brand asset
Why This Role Matters
Great support is the heartbeat of great software. You'll be one of the voices that turns frustration into loyalty - and questions into confidence.
If you're ready to roll your sleeves up and shape a brand that's going to change how people meet, pitch, and present -
we'd love to hear from you.