Customer Support Specialist

📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Homey
• Location: Colombo, Western Province, Sri Lanka
• Job Type: Hybrid (On-site & Remote)
• Category: Customer Support & Product Management
• Date Posted: June 21, 2025
• Experience Level: 2-5 years
• Remote Status: Hybrid (Colombo office)

🚀 Role Summary

• Revolutionize the UK Conveyancing industry by providing exceptional customer support and driving product improvement.
• Collaborate with a premier UK software company and unlock global career pathways.
• Work closely with Mûve Colombo and build a best-in-class technology team in Sri Lanka.

📝 Enhancement Note: This role offers a unique opportunity to work with a UK-based tech company, gain international experience, and contribute to transforming the UK property transaction industry.

💻 Primary Responsibilities

• Customer Support: Manage all incoming support queries and address customer concerns effectively.
• Documentation Management: Maintain and update handover documentation to facilitate the expansion of the Support Team in Sri Lanka.
• Product Analysis: Identify trends, gather feedback, and contribute to product improvement.
• Team Collaboration: Work closely with the UK Support Team and local team members to ensure smooth operations and knowledge sharing.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and the ability to work independently. It also offers opportunities for professional development and career progression.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Information Technology, Business Administration, or a related field is preferred. Fluency in spoken and written English is essential.

Experience: Minimum of 2 years in a customer support or product support role. Experience with support documentation and knowledge base management is advantageous.

Required Skills:

• Proficiency in using support ticketing systems and customer relationship management (CRM) software.
• Excellent communication and interpersonal abilities.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and manage time effectively.
• Familiarity with Homey's products and services is advantageous.

Preferred Skills:

• Experience working with UK-based companies or international teams.
• Knowledge of the UK property transaction industry.
• Familiarity with Agile methodologies and project management tools.

📝 Enhancement Note: While not required, experience with UK-based companies or international teams, and knowledge of the UK property transaction industry, would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Competitive salary commensurate with experience, starting from Rs.400,000-800,000/month, paid in GBP.

Benefits:

• Plus 5% allocation for benefits (Team will decide how to allocate benefits allocation, which may include health insurance, other standard benefits, transport, and socials.)
• Opportunities for professional development and career progression.
• Supportive work environment with a focus on work-life balance.

📝 Enhancement Note: The salary range and benefits are competitive and commensurate with experience. The benefits allocation of 5% can be used for various benefits, including health insurance, transport, and social activities.

🎯 Team & Company Context

🏢 Company Culture

Industry: Homey is transforming the UK property transaction industry by providing a seamless, digital-first platform that connects estate agents, solicitors, and clients.

Company Size: Homey is a growing UK software company with a presence in Sri Lanka, offering opportunities for professional development and career progression.

Founded: Homey was founded with a mission to revolutionize conveyancing, making it faster, secure, and more transparent.

Team Structure:

• The Colombo office will work closely with the UK team, collaborating on support, product improvement, and expansion efforts.
• The role reports to Saisha, Product Support, and requires the ability to operate independently with minimal input from the UK team.

Development Methodology:

• Homey follows Agile methodologies for product development and improvement.
• The Colombo office will adopt these methodologies to ensure alignment with the UK team's processes.

Company Website: www.homey.co.uk

📝 Enhancement Note: Homey's company culture is focused on innovation, collaboration, and driving industry transformation. The Colombo office will play a crucial role in these efforts.

📈 Career & Growth Analysis

Customer Support Career Level: This role is ideal for an experienced customer support professional looking to grow within a dynamic, international team.

Reporting Structure: The role reports directly to Saisha, Product Support, and works closely with the UK Support Team and local team members.

Technical Impact: The Customer Support Specialist will have a significant impact on customer satisfaction, product improvement, and the expansion of Homey's Support Team in Sri Lanka.

Growth Opportunities:

• Opportunities for professional development and career progression within Homey's growing team.
• Potential for UK sponsorship and global career pathways.

📝 Enhancement Note: This role offers excellent growth opportunities, both within the Colombo office and internationally, as Homey continues to expand.

🌐 Work Environment

Office Type: Homey's Colombo office offers a supportive work environment with a focus on work-life balance.

Office Location(s): Colombo, Sri Lanka

Workspace Context:

• The Colombo office will be equipped with the necessary tools and resources for effective customer support and collaboration with the UK team.
• The role may require on-site work at the Colombo office, with remote work options available.

Work Schedule: The role requires a standard work schedule, with flexibility for periods of holiday or sickness coverage.

📝 Enhancement Note: Homey's Colombo office offers a supportive work environment that fosters collaboration and professional growth.

📄 Application & Technical Interview Process

Interview Process:

1. Online application review and initial screening.
2. Video call with the Hiring Manager (Saisha, Product Support) to discuss the role, Homey's mission, and the candidate's fit.
3. Technical assessment or case study, focusing on customer support skills, problem-solving, and communication.
4. Final decision and offer.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's customer support skills, problem-solving abilities, and cultural fit within Homey's team.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Exceptional customer service and support.
• Strong communication and problem-solving skills.
• Attention to detail and a commitment to continuous improvement.

Collaboration Style:

• Close collaboration with the UK Support Team and local team members.
• Regular team meetings and knowledge-sharing sessions.
• A supportive and inclusive team culture that values diversity and innovation.

📝 Enhancement Note: Homey's team culture is focused on exceptional customer support, collaboration, and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing a high volume of customer support queries and ensuring high satisfaction rates.
• Identifying trends and providing valuable feedback to the product team for improvement.
• Adapting to the UK property transaction industry and Homey's unique platform.

Learning & Development Opportunities:

• Opportunities for professional development and career progression within Homey's growing team.
• Potential for UK sponsorship and global career pathways.
• Exposure to a dynamic, international team and industry.

📝 Enhancement Note: This role offers numerous challenges and growth opportunities, both within the Colombo office and internationally, as Homey continues to expand.

💡 Interview Preparation

Technical Questions:

• (N/A for this role)

Company & Culture Questions:

• How would you handle a difficult customer who is not satisfied with our service?
• Can you describe a time when you identified a trend or issue that led to product improvement?
• How do you stay organized and manage your time effectively when handling multiple customer support queries?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Interview questions for this role will focus on customer support skills, problem-solving abilities, and cultural fit within Homey's team.

📌 Application Steps

To apply for this Customer Support Specialist position:

1. Submit your application through the provided application link.
2. Tailor your resume and cover letter to highlight your customer support experience, problem-solving skills, and communication abilities.
3. Prepare for the video call with the Hiring Manager by researching Homey's mission, products, and the UK property transaction industry.
4. Complete the technical assessment or case study, demonstrating your customer support skills and attention to detail.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.