Customer Experience Specialist (Shift Work)

Role Overview

The Customer Experience Specialist will handle support tickets, communicate with partners, and resolve complex problems to drive retention and growth. The role requires a fast-paced environment, problem-solving skills, and a consultative approach to help partners get the most from Fresha.

What You Will Do

Delight Our Partners: Resolve support tickets across multiple channels via HubSpot, taking a consultative approach to help partners get the most from Fresha and drive retention. Root-Cause Problem Solving: Identify underlying issues, find creative solutions, and proactively flag recurring bugs, trends, and product feedback to Team Leads and Product teams.

Why It Might Be a Fit

This isn’t just a support role – it’s an opportunity to directly shape the customer experience of one of the world’s fastest-growing tech platforms! Global Impact: Be the front line of support for 140,000+ businesses and thousands of professionals across the globe. Career Growth: Clear progression opportunities within a structured, scaling CX framework.

Requirements

• Curiosity & Problem Solving: A natural troubleshooting mindset that gets to the root cause of issues and delivers exceptional, creative solutions.
• Technical Mindset: Comfort navigating, testing, and explaining a complex, multifaceted software platform.
• Communication Skills: Excellent written and spoken English skills to deliver high-quality partner support.
• Operational Agility & Adaptability: Ability to work at pace in a fast-evolving product environment and comfort learning through hands-on testing and ambiguity.
• Feedback & Growth Mindset: A proactive, enthusiastic attitude with a strong desire to receive, apply, and grow from ongoing feedback.

Benefits

• Pension scheme with up to a 5% employer contribution match.
• Sigma Health Insurance fully covered for employees upon passing probation (includes coverage for psychiatric treatment).
• Complimentary office coffee machine and free catered office lunches every Tuesday.
• Relaxed office environment featuring dedicated chillout areas with beanbags.