Type: Full time

Key Responsibilities

• while promoting a healthy work/life balance.

• including top creative agencies like Publicis، TBWA، Grey، BBH، and M&C Saatchi، as well as household names like NASA، Accenture، CNN، Kraft Heinz، and the NHS

• their people’s time.

• how customers use the product، what common questions come up، and how to guide people towards the right answer.

• asking the right follow-up questions، checking account settings، trying to reproduce a problem، looking for browser-related issues، or escalating a bug to engineering with clear notes.

• updating existing articles، writing new ones، recording simple walkthroughs، or suggesting improvements when you notice customers asking the same questions repeatedly.

• co-working space will be provided if necessary

• Jan 1 company holiday

• £3، 000

• £1، 000

• to be used as you see fit

• £100

• We host Guru Gatherings where we all get a chance to see each other in HD Past locations have included Budapest، Dublin، London، Barcelona and Cape Town

• *TALENTED** and tag RMTM1LjE4MS4xODMuMTcy when applying to show you read the job post completely (#RMTM1LjE4MS4xODMuMTcy)

Requirements & Qualifications

• This is a great role for someone with some experience in SaaS or online customer support who wants to keep developing their technical، communication and customer-facing skills in a friendly، remote-first team.

• Dana will talk with you about your previous support experience، your communication style، your technical troubleshooting skills، and any experience you have with billing or invoice-related enquiries.

Benefits & Conditions

• Salary: Location-dependent (UK: £30، 000–£35، 000 GBP / Canada: CAD $48، 000–$57، 000) + share options

• A great salary

Location: UK or Canada (Atlantic Time Zone only)

Meet The Guru

Resource Guru is a blissfully simple scheduling tool that helps busy teams stay on track.

We boost efficiency، improve resource utilisation، and increase project profitability

We’re proud to be one of the leaders in our category، trusted by customers in over 100 countries

They rely on Resource Guru to manage one of their most valuable assets

We’re a small، fully remote team based across the UK and Europe

We collaborate mainly via Slack، with occasional meetups to connect، plan، and celebrate

See if this is the right place for you.

⭐️ The role

We’re looking for a Customer Support Specialist to join our team.

As more teams use Resource Guru and as we continue to support larger، more complex customers we want to make sure every customer receives fast، clear، thoughtful and genuinely helpful support.

This role is primarily about helping customers by email، understanding their questions، troubleshooting issues، and making sure they get the best possible experience from Resource Guru.

You’ll work ly with Dana، our Senior Customer Support Specialist، and collaborate with our product and engineering teams when customer questions، bugs or feature requests need to be investigated further

We see Customer Support as a core part of building a great product، so you’ll work ly with the rest of the team to help improve Resource Guru، not just answer support tickets.

What You’ll Be Doing

Learning Resource Guru inside out

In your first few months، you'll get to know Resource Guru inside out

Responding to customer questions

Help customers with day-to-day support questions، including product usage، account setup، billing enquiries، troubleshooting and general "how do I…?" queries.

Most support is handled by email، though you may occasionally join a phone or video call when that would help resolve something more quickly.

Troubleshooting problems

Investigate customer issues carefully and methodically

Working with the wider team

Work ly with Dana and the wider Resource Guru team to understand customer questions، resolve issues، and make sure useful feedback is shared with Product and Engineering.

Help create clear internal reports when customers report bugs or technical issues، and tag/categorise feature feedback so the team understands what customers need.

Improving our help content

Help keep the Help Centre useful and up to date

Using our support tools

Use tools such as Front، Recurly، Customer.io، HubSpot and other internal systems to manage customer conversations، billing questions and account information

We don't expect you to know all of these already، but you should be comfortable learning new software quickly.

Helping customers feel looked after

A big part of this role is making sure customers feel heard، understood and helped. We care about support that is accurate and efficient، but also warm، human and thoughtful.

What We’re Looking ForEssential experience

1-3 years’ experience in online customer support، ideally for a B2B SaaS or similar software company

Excellent written and spoken English and the ability to explain things clearly، simply and warmly

A calm، patient and empathetic approach to helping customers

Good attention to detail، especially when dealing with billing، account or technical questions

A practical approach to troubleshooting and problem-solving

Confidence learning new software tools and understanding how web-based products work

Some familiarity with basic technical concepts such as browsers، cache، cookies، internet connection issues and permissions

The ability to work independently in a remote team and manage your time well

A collaborative and conscientious attitude and willingness to share useful customer feedback with product، engineering and the wider team

Comfort with asynchronous communication and keeping written conversations clear، concise and on track

You don’t need to be a developer، but you should be curious about technology and comfortable investigating how things work.

Bonus (not required)

It would be a bonus if you have experience with any of the following

Supporting a SaaS product

Helping customers with billing، subscriptions or invoices

Writing Help Centre articles or customer-facing guides

Using support tools such as Front، Intercom، Zendesk، HubSpot or similar

Working in a fully remote team

Recording short customer help videos or walkthroughs

Supporting customers across multiple time zones، especially APAC-friendly hours

Comfortable using AI tools to improve the quality and efficiency of your work

Working Hours

This is a remote role، for people based in either the UK or Canada (Atlantic Time Zone only)

You’ll also need regular overlap with the UK team for training، collaboration and handovers.

The exact working pattern will depend on your location and the coverage we agree، but you should be clear in your application about where you’re based and what working hours you would expect to keep.

✠Our Hiring Process

Meet with Imogen (Talent/People Ops): 25-30m video call

Imogen will tell you a bit more about what it’s like to be on Team Guru

Please come prepared with any questions about our ways of working or team structure.

Meet with Dana (Customer Support): 60m video call

Meet with Percy (cofounder): 30m video call. This will follow a typical interview format with an opportunity for you to ask questions and learn more about the role.

Reference checks

Offer! ✨

⭐️ What We’re Offering

Stock options

Work from anywhere you like

30 days paid holiday + Dec 24

Birthday off + house move day off

Flexible hours

Annual training and conference allowance

A home office equipment contribution upon joining (then every 3 years)

Budget to visit local or international colleagues

Monthly health & wellbeing contribution

Pension contribution

International travel

Read more about our most recent trip here

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