Customer Support Specialist I - UK

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

The Customer Support Specialist I interacts directly with our Customers and their clients, providing immediate assistance, troubleshooting issues, and focusing on making shops and barbers successful in utilizing the SQUIRE platform. This position will work shifts between 9 AM - 6 PM GMT (Greenwich Mean Time) however schedule is flexible to change.

REPORTS TO

Manager, Customer Support

JOB DUTIES AND RESPONSIBILITIES

• Engage with current product users through chat, phone and/or text messaging to assist with level 1 support requests, inquiries, and troubleshooting
• Effectively diagnose and resolve customer issues in a timely and efficient manner, ensuring a positive customer experience
• Develop a comprehensive understanding of our products and services to provide accurate and relevant information to customers
• Demonstrate excellent written communication skills in a chat-based environment, maintaining a professional and customer-friendly tone
• Thoroughly document interactions, case notes, and troubleshooting efforts on all customer interactions; escalate to appropriate internal teams as necessary
• Collaborate with cross-functional teams, including Tier II Support, Product, and Engineering to escalate and resolve complex issues
• Stay informed about product updates, industry trends, and best practices to enhance your ability to support customers effectively
• Adhere to established guidelines and quality standards to ensure consistent and high-quality customer support.




The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

PREFERRED EXPERIENCE AND QUALIFICATIONS

• 1-3 years experience in Customer Success or Technical Support
• Familiarity with Mac OS, iPad, iOS, and Android devices
• Previous experience working with a CRM (Customer Relationship Management) solution and Ticketing System
• Team player, Problem-solver, Outcome-oriented
• Excellent oral and written communication skills
• Strong emotional intelligence and ability for dynamic partnership across departments
• Detail-oriented and data-driven
• Impeccable time management and self-sufficient with a strategic mindset
• Flexibility to work evenings & weekends

WHAT WE OFFER

• New hire stock grant
• 100% employer paid medical/dental/vision insurance for you and your dependents
• Pension plan 
• Generous PTO and Parental Leave policies
• 100% remote opportunity

SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.

Equal Employment Opportunity

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.