Customer Support Specialist Customer Success
Pinpoint
Full-time
On-site
London, UK
Hi đ Iâm Emilia, Customer Support Team Lead here at Pinpoint.
Weâre a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in placeâwith a mature product, rapid growth, strong product-market fit, and happy customers.
Weâre a high-growth HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in placeâwith a mature product, rapid growth, strong product-market fit, and happy customers.
Support is at the heart of that experience. Our team keeps response times low (sub-2-minute first response on live chat) and customer satisfaction high. But with more customers using Pinpoint every day, we need another high-performing Customer Support Specialist to help us keep raising the bar.
This isnât your average support role. Our customers expect fast, human, and helpful responsesâdelivered with care and tailored to their needs. Youâll need to be technically curious, comfortable juggling 100+ tickets per week, and excited to help solve problems for recruiters, HR teams, and hiring managers across different industries and experience levels.
The fine print (but way more exciting):
- This is a remote role based in the UK, with a few optional in-person team meetups each year. Our HQ is in Jersey, and our 80-person team is spread across the UK and US
- Youâll work MondayâFriday, 9 AMâ5:30 PM UK time (with a one-hour lunch break)
- Our clients often use different terminologyâpart of your job is translating what theyâre asking into how they use Pinpoint, without relying on canned responses or help center links
- Pinpoint is a deep, ever-growing platform. Youâll need to learn fast, think clearly under pressure, and take full ownership of every ticket
- Our values shape how we work. Weâre looking for people who embody these values in everything they do
About the Role
- Own customer tickets end-to-end via Intercom (live chat + email), averaging 100+ per week
- Respond to customers within 2 minutes on average via live chatâwe move fast and pride ourselves on it
- Maintain fast close times while delivering personal, context-aware support (no copy/paste macros here)
- Investigate technical issues, replicate bugs, and escalate appropriately
- Help clients understand and adopt new features as theyâre released
- Maintain our 98%+ positive CSAT rating by delivering helpful, tailored support
Partner closely with Support teammates in the UK and US to ensure global coverage and consistency
Contribute to internal documentation and processes to help the team improve and scale
Tech stack: Intercom, Linear, Google Suite, Slack, HubSpot.
What We Offer
We want Pinpoint to be the best place youâve ever workedâsomewhere you feel valued, supported, and excited to grow. Hereâs what youâll get:
- đ©ș Gold-plated healthcare â The best medical, dental, and optical coverage money can buy. Weâve got you (and your family) covered
- đïž Unlimited holidays â Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
- đ§ Mental health support â Unlimited, immediate access to professional counseling through Spillâbecause your well-being comes first
- đ° Retirement matching â A competitive plan to help you hit your long-term financial goals
- đ Remote-first culture â Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
- đ Meaningful equity â Youâre helping build something special, and you should share in its success
- đ¶ Generous parental leave â Up to 16 weeks of fully paid leave to support new parents
- đ Learning budget â Annual funds for courses, books, or anything else that fuels your personal and professional growth
- đ» Top-of-the-line equipment â MacBook Pro, 4K monitors, and all the right tools to do your best work
- đ€ A team thatâs got your back â Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow
A detailed overview of our benefits can be found here.