Customer Support Agent (Maternity cover)
Join to apply for the Customer Support Agent (Maternity cover) role at Phorest Software
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.
What you will do
* 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.
* Help test new features, bug fixes, and improvements and provide direct feedback to the teams involved.
Onboarding & Development Timeline
* Month 1: Complete induction, become familiar with the organisation, begin work with help from managers and colleagues.
* Months 2‑3: Build on foundational basics, set weekly goals with manager, begin biweekly 1:1’s.
* Months 3‑6: 3‑month review, develop plan for next 3 months, continue biweekly 1:1’s.
* Months 6‑10: 6‑month review, aim for ≥17 tickets closed per day.
Specifics
* Answer incoming Customer Support queries (approx 17+ per day)
* Resolve problems by phone, email support or remote connection
* Become a Product Expert on Phorest’s software
* Issue reporting, logging, and troubleshooting
* Escalate issues to internal teams where necessary
You Have
* 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
* 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 Support Environment
Benefits
🧘 Wellbeing: private healthcare, 2 Wellness Days, employee assistance program and free online GP service.
💰 Financial: competitive compensation, Employee Share Purchase Scheme, Pension, Life Assurance, Income Protection.
🚵 Transport: bike to work scheme and tax‑saver transport tickets.
🦸♀️ Women’s support: 2 weeks leave for fertility treatment, pregnancy loss and menopause. Enhanced maternity and paternity benefits.
🌳 Development: learning programmes, LinkedIn Learning, online resources.
🏠 Moving: 3 moving days.
Equal Opportunity
Phorest is an equal‑opportunity employer. Flexi‑time, remote work and working from home are possible.
For more information about Phorest or to discuss your future with us, please contact us.
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