Customer Support Representative / Customer Success

Tenzo Limited; Greater London; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading SaaS company is seeking a Customer Support Representative to provide frontline support and enhance user experiences. This role involves diagnosing and resolving customer inquiries via Zendesk while maintaining support processes. Ideal candidates will have 1-3 years of customer support experience, preferably in a SaaS or hospitality environment, as well as strong communication skills. This is a full-time hybrid position offering opportunities to shape support functions and work closely with a passionate team.

Benefits

Workstation perks including Macbook

£75 work from home setup budget

Flexible working with minimum 2 days in the office

Eligibility for stock options

ESG pension scheme

Team lunches at customer restaurants

Annual team offsite

Contribution to eyesight tests

Dedicated personal & professional development time

25 days of holiday plus bank holidays

Qualifications

• 1–3+ years of customer support experience in a SaaS or hospitality tech environment.
• Experience using Zendesk to manage tickets and workflows.
• Background in the hospitality industry is strongly preferred.

Responsibilities

• Serve as primary contact for customer inquiries via Zendesk.
• Diagnose and resolve customer questions efficiently.
• Maintain and improve support processes and documentation.

Skills

Customer support experience

Experience with Zendesk

Problem-solving mindset

Excellent communication skills

Attention to detail

Job description

📍 Location: London (Hybrid Remote)
🕛 Job type: Full time

Who we are

At Tenzo, we’re transforming the way restaurants operate. Our restaurant PerformanceOps platform brings together data from multiple systems to deliver real-time, actionable insights — helping operators boost sales, cut waste, and run smoother businesses. As one of our customers put it, “It’s helped us make smarter, faster decisions and spot opportunities we might have missed before.”

Diversity and Inclusion

Tenzo is anportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.

About the role

We’re hiring our first Customer Support Representative to own frontline support and deliver exceptional experiences to our users. You’ll be the voice of our brand, helping restaurant operators and teams get the most out of our product. You’ll work closely with Customer Success, Product, Partners, and Engineering to ensure our customers feel supported, listened to, and successful. As our first dedicated support hire, you’ll help define the boundaries between Customer Success and Support, evolving the role as we scale.

If you’re passionate about hospitality, love solving problems, and enjoy creating structure from ambiguity, you’ll thrive here.

Your mission

• Serve as the primary of contact for customer inquiries via Zendesk
• Diagnose, troubleshoot, and resolve customer questions efficiently and professionally
• Maintain and improve our support processes, workflows, and internal documentation
• Help build out our knowledge base and self‑service resources
• Identify recurring issues and collaborate with Product and Engineering to advocate for customer needs
• Support the transition from a hybrid support model with Customer Success to a dedicated Support team
• Report on support trends and metrics to drive continuous improvement
• Bring a hospitality mindset to every interaction — empathetic, solution‑focused, and customer‑first

About you

• 1–3+ years of customer support experience in a SaaS company or hospitality tech environment
• Experience using Zendesk (or an equivalent support platform) to manage tickets and workflows
• Understands the customer’s perspective and business impact, not just the technical issue
• Background in the hospitality industry (restaurant, cafe, bar, hotel, etc.) is strongly preferred
• Technical understanding of spreadsheets and formulas
• Excellent communication skills and the ability to translate technical details into simple, clear explanations
• A proactive individual who enjoys taking initiative in a fast‑moving environment
• Someone excited about building processes, not just following them
• Strong problem‑solving mindset and ability to think outside the box and creatively approach edge cases
• Empathy, patience, and ability to prioritise a multitude of tasks
• Strong attention to detail when verifying data and testing for quality assurance

What we offer

• The opportunity to build our Support function from scratch and have a meaningful impact on the company
• Close collaboration with a small, passionate team
• Career growth opportunities as the Support team scales
• A culture that values hospitality, learning, and continuous improvement

Work perks and benefits

• 💻 Tenzo Swag
  We’ll hook you up with workstation perks, Macbook and all software needed on your first day!
• 🏡 Work from Home
  You’ll receive a £75 work from home set up budget, which renews every year
• 🕰️ Flexible Working
  A minimum of 2 days a week in the London office, plus any additional days such as trade shows, team quarterly meet‑ups
• 📈 Stock Options
  Eligibility to our stock options program
• 💰 Pension
  ESG pension scheme
• 🚇 Office Location
  WeWork Marylebone - North West House, 119 Marylebone Rd, London NW1 5PU
• 🍴 Customer Lunches
  Every quarter we plan a team lunch at one of our customer’s restaurants
• ⛰️ Tenzo Offsite
  A chance to meet fellow team members from all over the world at our annual team offsite
• 👓 Your Eyesight
  We cover tests and contribute £75 to spectacles (or equivalent in local currency)
• 💗 Your Development
  Dedicated time for personal & professional development (we’re supportive of external L&D resources when needed)
• 🌴 Annual Leave
  25 days of holiday + bank holidays (increasing to 27 after 1 year and 29 after 2 years tenure)
• ✈️ Work Abroad
  Seeking a change in environment? Enjoy up to 2 weeks during the UK summertime working abroad!
• 🚀 Start-up Life
  Working as part of a small team, you benefit from a level of responsibility from the get go
• 🥳 Socials
  Monthly events both in person and virtually!

Please note: exclusively no recruiter emails for this role. We have established recruitment partnership agreements in place and no need to work with additional recruitment partners at this time.