Customer Success Executive
At-a-Glance
- Entry-level customer support role, open to graduates and to those around a year into their career
- Remote, with the option of office space in Belfast city centre if you'd rather work alongside a team
- Be the first point of contact for clients using a SaaS platform for SEO and AI-search visibility
- Lead a small offshore support team and shape how it operates
- Report directly to a founder, with the independence and ownership that comes with it
About the Company
My client is a fast-growing SaaS business whose platform helps companies grow their search visibility on auto-pilot, covering both traditional SEO and the newer problem of being found inside AI tools such as ChatGPT. The product spans site audits, keyword research and tracking, content generation, competitor analytics and backlink building, and integrates with the website platforms and frameworks its customers already use. This is a young, founder-led company growing quickly, which means the people who join early get to shape how things are done.
The Role
You are the first point of contact for clients, from their first days on the platform through to the questions that come up months later. A good part of the role is helping new clients embed the product into how they already work, so they see real value early and stay for the long run. This is a support-led position rather than an account-management one, so most of your time goes on answering questions and resolving issues rather than sitting in client meetings. The bulk of the work happens in writing, across email and chat, with calls when something needs a proper conversation. Alongside that you lead a small offshore support team, setting the standard for how quickly and how well clients are looked after. The role is remote, with the option of office space in Belfast city centre for anyone who wants it, and you report to one of the founders and work closely with engineering, giving you a direct line to the people who can act on what you learn from clients.
Key Responsibilities
- Handle inbound client queries across email and chat as the first point of contact
- Resolve billing, refund and cancellation queries calmly and clearly
- Respond within agreed timeframes and keep clients updated while issues stay open
- Set priorities, quality standards and working processes for two support colleagues based overseas
- Diagnose whether a problem is user error, a product bug or a gap in guidance
- Build setup guides and ready-made fixes so the same questions stop arriving
- Escalate recurring issues to engineering with the evidence and a suggested fix
- Support new clients through their first few weeks and smooth out where they get stuck
- Monitor accounts going quiet or repeatedly frustrated, and step in to keep them
What You'll Need
Essential:
- Either a completed degree that included a placement or internship year, or up to around a year in a customer-facing or support role
- Clear, confident written communication... most of this role happens in writing
- Real composure when dealing with a frustrated client
- Enough technical curiosity to work out why something is not behaving as expected
- Strong organisation... the ability to hold several open tickets and keep others on track too
- Right to work in the UK
Desirable / Nice to Have:
- Any exposure to SaaS, digital marketing, SEO or agency work
- Familiarity with a helpdesk or CRM tool such as Intercom, Zendesk or HubSpot
- Comfort with a CMS such as WordPress, Wix or Shopify
Why Apply?
- Start your career in SaaS at a company small enough that your work is visible
- Take charge of a small team far earlier than most first roles allow
- Report to a founder rather than working several layers below one
- Remote working, with the option of office space in Belfast city centre if you want it
- Solve problems properly rather than reading from a script
- Learn a real product in depth, from site audits to keyword tracking and integrations
- Clear scope to grow into customer success, account management or product support as the business scales
- Package and benefits discussed openly at the first conversation