Customer Solutions Specialist
Leeds - Onsite preferred, hybrid available
£38,000-£42,000
This role is with a rapidly growing Leeds AI startup turned scale up with a growing book of customers and big expansion plans on the cards. They have really cracked what their customers need, and they are growing across the board with funding and a strong ARR.
The customer team is lean, experienced and growth is happening fast. This is a genuine opportunity to join a future Leeds powerhouse.
The Role
This role blends customer success, technical support, pre-sales assistance, and training delivery. You’ll work closely with customers from day one mapping their processes to the platform, onboarding them effectively, and providing ongoing support as their use of the system grows.
The ideal person for this role brings both customer success and technical ability. You know how APIs work, you can triage basic technical problems but also put the customer at the heart of what you do.
Key Responsibilities
* Guide new customers through the onboarding process, mapping their existing workflows to the platform
* Deliver hands-on training, empowering customers to make the most of self-service features
* Triage, resolve and escalate support queries (through a CRM/ticketing system)
* Support the pre-sales process, helping prospects understand how the platform can solve their challenges
* Conduct screen-sharing sessions and video calls to work through more complex customer issues
* Carry out occasional on-site customer visits when required
What They’re Looking For
* A background in SaaS or AI - customer success, technical support, or a similar customer-facing role
* Technically comfortable: able to navigate platforms and interpret API documentation – crucial!
* A process-driven mindset with the ability to understand and document customer workflows – very important!
* Comfortable working with AI-powered tools and explaining them clearly to non-technical customers
* Experience delivering customer training, either remotely or in person – some travel required
Nice to Have
* Familiarity with HubSpot
* Exposure to low-code / no-code workflow tools
* Knowledge of omnichannel communications platforms
If you’re looking to join a high-growth SaaS business at the very start of its scaling journey which offers innovative AI-powered technology to a fascinating niche, then get in touch for more details