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Customer Support Agent

phorest.com Logo

Phorest

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Location:
United Kingdom

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our products. We are growing fast and would like to add a new member to our team. You will join a group of highly motivated individuals, working to help us grow Phorest faster.

Job Responsibility:

  • 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. We regularly collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind
  • We help test new features, bug fixes, and improvements and provide direct feedback to the teams involved
  • Answer incoming Customer Support queries (approx 17+ per day)
  • Resolving problems by phone, email support or remote connection
  • Becoming a Product Expert on Phorest’s software
  • Issue reporting, logging, and troubleshooting
  • Escalating issues to internal teams where necessary

Requirements:

  • 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 - you need to take technical language and concepts and make them accessible to our customers
  • 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 (Software As A Service) Support Environment
What we offer:
  • Private healthcare
  • 2 Wellness Days
  • Employee assistance program
  • Free online GP service
  • Competitive Compensation
  • Employee Share Purchase Scheme
  • Pension
  • Life Assurance
  • Income Protection
  • Bike to work scheme
  • Tax saver transport tickets
  • 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause
  • Enhanced Maternity and Paternity Benefits
  • Great learning environment and extensive development opportunities
  • Development programs
  • Access to many online resources including LinkedIn learning
  • 3 moving days

Additional Information:

Job Posted:
January 03, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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