Support specialist

📐 About this role

Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for an enterprise support specialist, whose top priority is helping customers succeed with Writer. We need someone who’s comfortable working in a complex and ambiguous environment, capable of driving impactful value across our customer’s business. You’ll act as a leading voice for our enterprise support function, both internally to the business, and externally to the customer. You’ll handle customer issues directly, and also work internally to answer internal requests and increase our ability to fix issues quickly and effectively. You'll work with Customer Success & Education, Product, Engineering, and Sales to create great experiences and help customers get the most out of the platform. You'll report to the manager of support.

🦸 Your responsibilities

• Provide excellent support to our enterprise customers, acting as subject matter expert

• Triage and resolve customer issues through email and Zoom

• Support Writer team by answering internal product questions/requests in Slack

• Work closely with product and engineering to escalate and resolve deeper technical issues

• Gather and share platform feedback and feature requests with product‌ and design teams

⭐ Is this you?

We’re looking for a support specialist who's extremely comfortable working in a fast-paced, constantly evolving environment. Someone who exudes perseverance and drive, operates with an owner’s mindset, and prioritizes both attention to detail and creative problem solving. A sense of urgency and a willingness to get the job done are essential traits at Writer.

• At least 3+ years providing technical support for an enterprise B2B SaaS

• Comfortable navigating APIs, cloud tech (AWS/GCP), SSO/SCIM, Jira, and Zendesk

• Enjoy working on-screen with customers to overcome product issues

• Our name's Writer, so excellent writing and communication skills are essential ✍️

• Experience working with GenAI/LLMs would ‌be a huge bonus

🗺️ Location

Must be based in or close to London 🇬🇧

🍩 Benefits & perks (UK Full-time employees)

• Generous PTO, plus company holidays
• Comprehensive medical and dental insurance
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Competitive pension scheme and company contribution
• Annual work-life stipends for:
  • Home office setup, cell phone, internet
  • Wellness stipend for gym, massage/chiropractor, personal training, etc.
  • Learning and development stipend
• Company-wide off-sites and team off-sites
• Competitive compensation and company stock options