📍 Job Overview

Job Title: Customer Support Specialist
Company: Envoy
Location: London, United Kingdom
Job Type: Hybrid (4 days on-site)
Category: Customer Support
Date Posted: 2025-06-11
Experience Level: Mid-level (2-5 years)
Remote Status: On-site (4 days per week)

🚀 Role Summary

Envoy, a leading workplace platform provider, is seeking a dedicated and technically proficient Customer Support Specialist to join their dynamic team. In this role, you will be the primary point of contact for Envoy's customers, providing exceptional support and troubleshooting complex technical issues across their workplace solutions. This is an excellent opportunity for a motivated and detail-oriented professional to excel in a fast-paced, cross-functional environment.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities section has been enhanced to provide a detailed breakdown of the role's key functions and the skills required to excel in this position.

Customer Communication: Own inbound customer communications via email and live chat, ensuring customer support from initial contact to resolution. This includes phone and screen-sharing support as needed.
- Required Skills: Excellent written and verbal communication skills, active listening, and clear and concise explanation of complex technical concepts to both technical and non-technical audiences.
Technical Troubleshooting: Leverage advanced troubleshooting skills and deep product knowledge to resolve customer issues as quickly as possible within target SLAs.
- Required Skills: Strong analytical, decision-making, and problem-solving skills; ability to diagnose and recognize problem areas; familiarity with a wide range of software, hardware, and wireless connectivity issues.
Product Knowledge: Develop an encyclopedic knowledge of Envoy's products and services to provide accurate and efficient support to customers.
- Required Skills: Quick learner, ability to absorb and retain detailed product information, and willingness to stay updated on new features and releases.
Trend Identification: Identify and report trends in key difficulties that customers are experiencing to internal partners, providing closed-loop feedback communication.
- Required Skills: Ability to analyze and interpret customer feedback data, identify trends, and make data-driven recommendations.
Process Improvement: Develop and document best practices to enhance troubleshooting processes for the frontline team and influence support processes to shape the tone of Envoy's customer support.
- Required Skills: Strong process improvement mindset, ability to collaborate effectively with cross-functional teams, and willingness to challenge the status quo.
On-Call Rotation: Participate in a team-wide Sunday on-call rotation every 8-12 weeks to provide 24/7 customer support.
- Required Skills: Flexibility to work on-call hours and ability to manage time effectively between on-call duties and regular work responsibilities.

🎓 Skills & Qualifications

📝 Enhancement Note: The Skills & Qualifications section has been enhanced to provide a comprehensive overview of the required and preferred skills for this role, as well as the relevant education and experience levels.

Education: A BA/BS degree is required, or equivalent experience in a customer support or technical role.

Experience: A minimum of 2 years of experience in a Customer Support role, with a strong focus on technical troubleshooting and advanced problem-solving skills. Prior experience in a B2B environment and familiarity with enterprise software solutions is preferred.

Required Skills:

Proven experience in a technical customer support role, with a strong focus on advanced troubleshooting and problem-solving.
Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly and concisely.
Strong analytical, decision-making, and problem-solving skills, with the ability to make informed decisions under pressure.
Proficiency in CRM systems, such as Intercom, Salesforce, or Zendesk.
Familiarity with JIRA as an issue management platform.
Ability to work effectively in a dynamic, fast-paced environment, with a keen attention to detail and a sense of urgency.
Strong process improvement mindset, with the ability to collaborate effectively with cross-functional teams.
Basic to working knowledge of SQL is a plus.

Preferred Skills:

Basic understanding of web development technology.
Experience working with enterprise customers to help resolve complex technical issues.
Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads.
Understanding of how the internet works (i.e., DNS, HTTP, TLS, Certificates, etc.).
Being bilingual is always a plus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: As this role focuses on customer support and troubleshooting, a traditional web portfolio is not required. However, candidates should be prepared to demonstrate their technical skills and problem-solving abilities through live chat simulations, sample customer scenarios, and relevant work examples.

Technical Documentation: Candidates should be able to provide detailed documentation on their technical support processes, best practices, and any relevant customer feedback data. This will help Envoy's team understand the candidate's approach to customer support and their ability to contribute to process improvement initiatives.

💵 Compensation & Benefits

Salary Range: The expected cash compensation for this role is £44K - £50K (Annually) for candidates located in London, UK. Final offers may vary within the provided range, depending on experience, expertise, and other factors.

Benefits: Envoy offers a market-competitive compensation package, including equity for all full-time roles and excellent benefits.

Working Hours: The working hours for this position are Monday-Friday, with a start time of 9 AM - 6 PM GMT (UK) +/- 2 hours as needed. Envoy is currently in the office four times a week, Monday through Thursday.

🎯 Team & Company Context

🏢 Company Culture

Industry: Envoy operates in the workplace platform industry, providing solutions for visitor management, desk booking, meeting room management, and delivery management. This role requires a strong understanding of the enterprise software landscape and the unique challenges faced by businesses in managing their workplace environments.

Company Size: Envoy is a growing company with a team of over 200 employees, providing an excellent opportunity for the Customer Support Specialist to make a significant impact on the company's growth and success.

Founded: Envoy was founded in 2013, with a mission to redefine how companies welcome visitors, improve the onsite experience, and manage their workplaces more efficiently.

Team Structure: The Customer Support team at Envoy consists of dedicated professionals who work collaboratively to ensure that customers receive the highest level of support. The team is structured to provide comprehensive coverage and quick resolution times for customer inquiries.

Development Methodology: Envoy follows Agile development methodologies, with a focus on continuous improvement and customer feedback integration. The Customer Support Specialist will work closely with the product and engineering teams to ensure that customer feedback is incorporated into the development process.

Company Website: Envoy.com

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the mid-level (2-5 years) experience range, with opportunities for growth and advancement within the Customer Support team and across Envoy's organization. The ideal candidate will have a strong foundation in technical support and customer service, with a desire to develop their skills and take on more responsibilities over time.

Reporting Structure: The Customer Support Specialist will report directly to the Customer Support Manager and work closely with the product and engineering teams to ensure that customer feedback is addressed and incorporated into Envoy's products and services.

Technical Impact: In this role, you will have a direct impact on Envoy's customers by providing exceptional support and troubleshooting complex technical issues. Your work will contribute to Envoy's mission to create a great workplace experience that fosters community and togetherness by making it easy for teams to coordinate working onsite.

Growth Opportunities:

Technical Growth: As Envoy's product suite continues to evolve, there will be opportunities for the Customer Support Specialist to develop their technical skills and gain expertise in new areas of the business.
Leadership Development: With a strong performance and a desire to take on more responsibilities, the Customer Support Specialist may have the opportunity to move into a leadership role within the team or explore other management opportunities within Envoy's organization.
Cross-Functional Collaboration: Envoy encourages collaboration and knowledge-sharing across its teams. The Customer Support Specialist may have the opportunity to work on cross-functional projects or initiatives that provide exposure to other areas of the business.

🌐 Work Environment

Office Type: Envoy's office is a modern, collaborative workspace designed to foster creativity and productivity. The company encourages a flexible work environment that balances on-site collaboration with remote work options.

Office Location(s): Envoy's global headquarters are located in San Francisco, California, with additional offices in London, England, and other major cities worldwide. The Customer Support Specialist role is based in Envoy's London office, with the option to work remotely for up to three days per week.

Workspace Context:

Envoy's offices are equipped with state-of-the-art technology, including high-speed internet connectivity, modern hardware, and ergonomic workstations.
The Customer Support team works in an open-plan office space, with dedicated areas for private calls and focused work.
Envoy provides a variety of collaboration spaces, including meeting rooms, conference rooms, and breakout areas, to support teamwork and knowledge-sharing.

Work Schedule: The working hours for this position are Monday-Friday, with a start time of 9 AM - 6 PM GMT (UK) +/- 2 hours as needed. Envoy is currently in the office four times a week, Monday through Thursday. The Customer Support Specialist may be required to participate in a team-wide Sunday on-call rotation every 8-12 weeks to provide 24/7 customer support.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss your application, experience, and career goals.
Technical Assessment: A live chat simulation or sample customer scenario to evaluate your technical support skills and problem-solving abilities.
Behavioral Interview: A structured interview focused on your customer service experience, communication skills, and cultural fit with Envoy's team.
Final Interview: A meeting with the Customer Support Manager and other key stakeholders to discuss your fit for the role and Envoy's team.

Portfolio Review Tips:

Focus on your technical support experience and any relevant customer service achievements.
Prepare detailed documentation on your technical support processes, best practices, and customer feedback data.
Be ready to discuss your approach to customer support and how you've contributed to process improvement initiatives in previous roles.

Technical Challenge Preparation:

Brush up on your technical support skills and refresh your knowledge of Envoy's products and services.
Practice explaining complex technical concepts clearly and concisely to both technical and non-technical audiences.
Familiarize yourself with Envoy's customer support tools and platforms, such as Intercom, Salesforce, and JIRA.

ATS Keywords: Envoy, Customer Support, Technical Support, Troubleshooting, B2B, CRM Systems, SQL, Web Development, Network Connectivity, Printers, iPads, DNS, Agile, Customer Service, Problem-Solving, Communication Skills, Attention to Detail, Self-Motivated, Process Improvement, On-Call Rotation, Hybrid Work, London, United Kingdom, Envoy.com

📌 Application Steps

To apply for this Customer Support Specialist position at Envoy:

Submit your application through the application link provided in the job listing.
Prepare detailed documentation on your technical support processes, best practices, and customer feedback data to showcase your approach to customer support and your ability to contribute to process improvement initiatives.
Practice explaining complex technical concepts clearly and concisely to both technical and non-technical audiences through live chat simulations or sample customer scenarios.
Research Envoy's products, services, and company culture to demonstrate your understanding of the business and your commitment to the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with Envoy's hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing technical troubleshooting, communication, and customer service skills.
Include customer support tools, platforms, and methodologies relevant to the role.
Address customer support team dynamics, cross-functional collaboration with product and engineering teams, and customer service best practices.
Highlight the importance of customer feedback integration, process improvement, and data-driven decision-making.
Emphasize the role's impact on customer satisfaction, customer retention, and overall business success.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company information.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and web technology-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support tools, platforms, and methodologies relevant to the role.
Address customer support career progression paths and technical leadership opportunities within customer service teams.
Provide tactical advice for customer support portfolio development, live chat simulations, and sample customer scenarios.
Include customer support interview preparation and technical challenge guidance.
Emphasize the role's impact on customer satisfaction, customer retention, and overall business success.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and web technology industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer service best practices.

Customer Support-Specific Emphasis:

Emphasize the importance of clear and concise communication, both written and verbal, in customer support roles.
Highlight the need for strong problem-solving skills, attention to detail, and the ability to work effectively under pressure.
Address the role's focus on customer satisfaction, customer retention, and the importance of providing exceptional customer service.
Include the role's impact on Envoy's products, services, and overall business success, as well as the opportunity for the Customer Support Specialist to contribute to process improvement initiatives.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support-specific terminology unless relevant to the specific role or company context.
Marketing language unrelated to customer support, technical troubleshooting, or customer service best practices.

Customer Support Specialist