Senior Support Consultant

Role overview:

Act as a senior leader within the customer support team, resolving the most complex technical and functional issues while driving strategic improvements to support quality, self-service effectiveness, and customer experience. Use advanced problem-solving skills and cross-functional collaboration to reduce case volume, increase resolution speed, and enhance service scalability.

Key Responsibilities:

• Independently resolve cross-functional, high-priority cases, ensuring deep root cause analysis and permanent resolution with minimal escalations.
• Conduct strategic root cause investigations, identify systemic issues, and drive corrective actions in collaboration with Product, Engineering, and CX teams.
• Govern and author high-impact internal and customer-facing knowledge articles that reflect product evolution and improve team scalability.
• Serve as a trusted escalation point and coach for Support Consultants and Associates, helping develop their technical capabilities and decision-making.
• Lead efforts to boost customer self-resolution and adoption of AI tools by refining content, optimizing knowledge flows, and improving usability.
• Participate in or lead initiatives to refine case workflows, improve tooling, and ensure compliance with quality and operational standards.
• Work with Customer Success Managers, Product, and Engineering to ensure customer insights directly shape roadmap decisions.
• Drive high-performance behaviors within the pod, consistently challenging standards and fostering a mindset of ownership and urgency.

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Key Competencies required 

• Experience - 4 to 7 years
• Customer Focus- Ensures complex issues are resolved with clarity and empathy; anticipates customer needs. 
  Collaborative- Works seamlessly across departments and shares knowledge generously; helps build team cohesion. 
• Manages Complexity- Breaks down multi-faceted problems, identifies root causes, and delivers structured solutions. 
• Plans & Aligns- Creates logical action plans, aligns with key stakeholders, and minimizes bottlenecks. 
• Communicates Effectively- Communicates professionally across channels; tailors messaging for technical and non-technical audiences. 
• SaaS Environment Awareness- Applies knowledge of SaaS architecture, uptime, and service expectations to support engagements. 

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7. 
• Personal Growth – We’re committed to enabling your growth personally and professionally through development programmes. 
• Life Insurance - 2x annual salary 
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success.