Customer Support Agent - Hatched Recruitment UK : Job Details

Customer Support Specialist

Location: Hybrid - must be able to travel to our Poole office at least twice a week

Employment Type: Full-time

Salary: Competitive + Equity + Benefits

Awards: The Times Top Place to Work - 3 Years Running

We're looking for a Customer Support Specialist with a strong finance or accounting background to join our growing team. You'll play a key role in supporting UK businesses as they use our accounting software - helping them solve problems, get set up, and get the most out of the platform.

This is a fantastic opportunity for someone who enjoys working with people, has hands-on experience with accounting or finance systems, and wants to grow their career in a fast-paced, innovative tech company.

What you'll be doing:

• Be the first point of contact for customer queries (phone and email)
• Troubleshoot and resolve issues with accounting software (technical and functional)
• Guide customers through system setup and day-to-day usage
• Log and manage support tickets, escalating when needed
• Work closely with our product and implementation teams to resolve complex cases
• Support customers during onboarding and live implementations
• Contribute to user guides, FAQs, and process documentation
• Spot opportunities to improve our product and share insights with the team

What we're looking for:

• Previous customer support or client-facing experience
• A background in accounting, bookkeeping, or finance administration (e.g. experience as an accounts assistant, finance officer, bookkeeper, or similar)
• Hands-on experience using accounting software
• Excellent written and verbal communication skills
• Ability to manage multiple queries and work independently
• Problem-solving mindset with strong attention to detail
• Comfortable with MS Office (especially Excel) and ticketing/CRM tools

If you enjoy helping people, understand the world of accounting, and want to be part of an award-winning tech company, we'd love to hear from you.