About us We’re on a mission to get people into high street shops. Our platform connects retailers' in-store inventory to the web, so shoppers using everything from Google to Deliveroo can discover and shop products from their local stores in real time. Today, our technology powers local product discovery for retailers of all sizes, from small independents to national chains, and is fast becoming part of the core infrastructure linking online and offline commerce. If you see a product on Google that says it’s available in-store, there’s a good chance we’re the plumbing behind the scenes. We’re a lean team of eight, combining deep retail expertise with cutting-edge AI to power the next generation of local commerce for thousands of stores. If you love technology, retail, and making a tangible impact on the future of shopping, you’ll fit right in. About the role This is a hands-on, problem-solving role at the heart of NearSt’s customer experience. As a Customer Support Specialist, you’ll be the first point of contact for retailers using our technology, helping them troubleshoot technical issues, navigate integrations, and get the most out of their connection between NearSt and platforms like Google, Deliveroo, UberEats, Meta and more. You’ll play a crucial role in keeping our systems running smoothly and our customers delighted, working closely with our Product Engineering team to identify, diagnose, and resolve issues efficiently. This role is ideal for someone with 2-3 years of experience in a customer-facing support or operations environment. Experience in a digital marketing agency, tech startup, or working directly with Google’s shopping tools is a big plus. You’re an independent problem solver, confident in investigating issues, asking the right questions, and explaining solutions clearly to customers. If you’re excited by technology, enjoy digging into systems to understand how they work, and have an interest in AI and automation to make processes smarter, you’ll thrive here. Your day-to-day Acting as the first line of support for retailers using NearSt - managing inbound queries via email and chat with empathy, accuracy, and speed. Troubleshooting technical issues related to Google Ads, Merchant Center, and NearSt’s product integrations, ensuring smooth setup and performance. Working closely with our Product Engineering team to escalate and track bugs, sharing clear and detailed information to help diagnose and resolve issues. Maintaining and improving our internal knowledge base and customer support documentation to make recurring issues easier to solve. Spotting opportunities to automate or improve support processes using AI and process automation tools, helping us work smarter and faster as we scale. Monitoring common customer pain points, surfacing trends and feedback to the wider team to improve our product and customer experience. Taking ownership of your cases from start to finish - ensuring every customer feels supported, informed, and confident in NearSt. Contributing ideas for how we can better support retailers and continuously improve the quality and efficiency of our support experience. What you’ll bring 2-3 years’ experience in a customer support, operations, or technical troubleshooting role - ideally in an ad tech, SaaS, digital agency or ecommerce environment. F amiliarity with Google Ads, Merchant Center, or similar platforms - either from hands-on experience or through supporting others who use them. A logical, problem-solving mindset - you enjoy figuring things out, breaking problems down, and getting to the root cause. Excellent communication skills, both written and verbal - you can explain technical concepts simply and clearly to non-technical users. Independence and accountability - you take initiative, manage your own workload effectively, and follow through on commitments. Curiosity and an interest in AI, automation, and process optimisation - you’re always looking for ways to make support smarter and more scalable. Strong organisational skills and attention to detail - you don’t let things slip through the cracks. A collaborative spirit - you're comfortable working cross-functionally with teams across Product, Engineering, Sales and Customer Success. Nice to haves: Experience managing or optimising Google Local Inventory Ads or Shopping campaigns, including feed troubleshooting or product data validation. Experience working with product data or inventory data feeds. Exposure to ad tech or retail media platforms Familiarity with how inventory data connects to digital marketing tools. Why we think you’ll love it here NearSt is a collaborative place, which means we work together and no one gets left behind. We value clear, open communication and see learning as an essential pillar of our collective growth as a company. At our Hoxton office you’ll find music, food, plants, the occasional dog, and spaces for focused and collaborative working. We are all united in our enthusiasm for what the future of retail holds, and believe we have an incredible opportunity to make a massive impact on the world. A few things we think you’ll love: Hybrid Team – 3 core days in the office for collaboration and 2 flexible days from the office or home. Tech and Software – The latest MacBooks and tools to help you do your best work. Stock Options – A strong options package so everyone shares in our success. Wellness Budget – Monthly budget to spend on whatever keeps you happy and healthy. Holiday ️ - 25 days a year, plus bank holidays, and a company shutdown between Christmas and New Year. Mental Health Support – Confidential therapy sessions via Spill. Personal Growth ✨ – £1,000 annual learning budget to grow your skills and career. Mindset – Entrepreneurial, open, and idea-driven culture where everyone’s voice matters. Purpose – Work among a team that genuinely wants to make a massive positive difference in the world. How to apply We think a great workplace is filled with all the diversity the world has to offer. This means we make no judgement about the things that make you, you - whether that be gender, religion, sexuality, race, or a secret love for 80s action films. If you’re excited by our mission, we’re excited to meet you! We use TeamTailor for applications and have three stages to our hiring process Submit your CV and answer a few questions about you. - Please take your time on these - we read them more closely than your CV to build an initial picture of you. Video interview with our Commercial Lead - This is a chance for us to ask a few initial questions about you, your experience, and what you’ve submitted in your application. In-person interview with Commercial Lead Founders - We’ll dive into the role and how you’d tackle it more deeply, as well as give you a chance to see what our office and team vibe is like. AI and your application We expect you to use AI in your application the same way we’d expect you to use it in the role; as a tool to support and supercharge your existing skills, not as a replacement for them. By all means, use AI to refine your writing, test your ideas, or help your CV tell your story more clearly. That’s how we use it too. What we’re not looking for are AI-generated answers that sound like they were written to impress an algorithm. We’re interested in you. How you think, what you’ve learned, and the energy you’d bring to the team. Your ideas matter far more than a perfectly optimised answer.