Customer Support Assistant

Cloudfy Limited; Leicester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading B2B e-commerce platform in Leicester is searching for a Customer Support Assistant to deliver exceptional customer service. The role involves handling inquiries, coordinating with teams, and managing systems tasks. Ideal candidates will have prior customer service experience and strong communication skills. This full-time role offers competitive benefits, including unlimited holiday and private health plans.

Benefits

Unlimited holiday (paid annual leave)

Private health plan

Perks programme

EAP programme

Cycle to work scheme

Qualifications

• Previous customer service experience in a digital/online environment is essential.
• Excellent written and oral communication skills needed.

Responsibilities

• Answer incoming customer inquiries and provide timely, professional support.
• Collect and report customer feedback to help identify best practices.
• Engage with customers professionally and listen to their concerns.

Skills

Excellent written and oral communication skills

Ability to organise multiple simultaneous customer contacts

Previous customer service experience

Ability to work proactively

Background technical knowledge around applications and business IT systems

Experience with e‑commerce platforms

Job description

Customer Support Assistant – Cloudfy

Location: Leicester City Centre, United Kingdom

Employment Type: Full-time

Seniority Level: Entry level

Company Overview

Cloudfy is a leading B2B e‑commerce platform powering manufacturing, distribution, and service businesses worldwide. Delivered on a single cloud platform, Cloudfy allows you to trade online with your customers while fully integrating orders, pricing, product and stock data with a range of ERP, warehouse and accounting back‑office systems.

Our mission is to help you sell more, reduce costs to serve, and allow your customers to self‑service 24/7, providing a completely integrated solution.

Pay Range

The base pay range is based on your skills and experience. Details are available from the recruiter.

Role Overview

We're looking for a Customer Support Assistant to join our team onsite at our office in Leicester City Centre. Reporting to the Customer Support Team Leader, you will play a key role in delivering exceptional customer service, champion a customer‑first approach, handle escalations, and identify ways to enhance the support experience. You will work a 37.5‑hour week, with normal working hours from 09:00 to 17:00 (including a 30‑minute lunch break). Our department operates a 24‑hour on‑call system, and you will be part of this to ensure year‑round coverage.

Responsibilities

• Answer incoming customer inquiries and provide timely, professional support.
• Stay up‑to‑date on new products, services, and policies to ensure accurate and effective assistance.
• Collect and report customer feedback to help identify best practices and areas for improvement.
• Engage with customers in a friendly and professional manner, actively listening to their concerns and offering solutions in line with company policies.
• Perform initial fault finding and escalate issues to second‑line support when necessary.
• Manage systems administration tasks, including SSL certificates, server backups, and system cleaning.
• Coordinate with third‑party providers to address issues, mitigate risks, and maintain strong working relationships.
• Assist with emergency and high‑priority incidents as part of the escalation process.
• Support local and offshore development teams with capacity planning and structured support delivery.
• Undertake other support‑related duties as requested.

Qualifications

• Excellent written and oral communication skills.
• Ability to organise multiple simultaneous customer contacts, often to tight deadlines.
• Previous customer service experience in a digital/online environment is essential.
• Ability to work proactively on your initiative and as part of a team.
• Background technical knowledge around applications and business IT systems.
• Experience with e‑commerce platforms such as Magento, BigCommerce or similar.

Benefits

• Unlimited holiday (paid annual leave).
• Private health plan.
• Perks programme (energy, retail and health).
• EAP programme.
• Cycle to work scheme.

Why Us?

At Cloudfy, we understand that managing diversity is an ongoing journey rather than a one‑time effort. We commit to developing and reviewing our diversity strategy to align with our business objectives and effectively address the varied needs of our clients. As a rapidly expanding global organisation, we prioritise fairness and inclusion, ensuring that all recruitment, development, and appraisal decisions are based on merit, skills, and potential. We take pride in staying informed about employment laws and best practices to promote equal opportunities and foster a diverse workforce.