Jobs in Sunderland, United Kingdom

Pinpoint, a high-growth HR tech startup, is hiring a UK-based Customer Support Specialist to join its remote-first team. This full-time role offers a competitive salary of £35,000–£40,000 per year and the opportunity to support a mature, fast-evolving SaaS platform used by in-house recruitment teams across industries.

If you’re technically curious, thrive in high-volume environments, and love solving problems with empathy and clarity, this is your chance to join a team that treats every support interaction as part of the product experience.

• Job Title: Customer Support Specialist
• Company: Pinpoint Applicant Tracking System
• Location: Remote (United Kingdom-based)
• Work Type: Full-Time
• Salary: £35,000–£40,000 per annum
• Schedule: Monday–Friday, 11:00 AM–7:30 PM UK time (with occasional 9–5 coverage)
• Team Size: 80+ employees across the UK and US
• Application Deadline: Rolling (early application encouraged)

Pinpoint builds software that helps in-house recruitment teams attract, hire, and onboard the right talent. With strong product-market fit, rapid growth, and a loyal customer base, Pinpoint is redefining how HR teams manage hiring workflows.

The support team is central to this mission—delivering fast, human, and tailored responses that keep customer satisfaction above 98%. As Pinpoint scales, the team is expanding to maintain its sub-2-minute live chat response times and high-quality service.

As a Customer Support Specialist, you’ll own customer tickets end-to-end via Intercom (live chat and email), averaging 100+ tickets per week. You’ll respond quickly, investigate technical issues, and collaborate with Engineering to resolve bugs and guide clients through new features.

This isn’t a script-based support role—it’s about delivering thoughtful, personalized help that makes customers feel heard and empowered.

• Respond to live chat and email tickets with a sub-2-minute first response time
• Own tickets from start to resolution, including escalations
• Deliver clear, empathetic, and context-aware support—no canned replies
• Investigate bugs, replicate issues, and escalate to Engineering when needed
• Help clients adopt new features and understand platform capabilities
• Maintain a 98%+ CSAT rating through tailored, proactive support
• Contribute to internal documentation and process improvements
• Stay composed and personable while managing high ticket volumes

• Intercom
• Linear
• Google Suite
• Slack
• HubSpot

To thrive in this role, you should have:

• 2+ years of live chat/email-heavy customer support experience
• Experience supporting a B2B SaaS platform (HR tech is a plus)
• Proven ability to own tickets end-to-end, including escalations
• Comfort in fast-paced, high-volume environments (100+ tickets/week)
• Strong written communication skills—clear, conversational, and empathetic
• Technical curiosity and a product-minded approach
• High organization and proactivity across time zones
• UK residency and work authorization

• Experience troubleshooting integrations (HRIS, calendar, SSO, job boards)
• Familiarity with APIs, webhooks, or basic JSON
• Experience partnering with Product or Engineering teams
• QA or documentation contributions
• Passion for understanding the “why” behind technical issues

• Competitive salary (£35K–£40K)
• Remote-first culture with optional in-person meetups
• Fast-moving startup with strong product-market fit
• High-impact role in a collaborative, customer-centric team
• Opportunity to grow with a scaling HR tech company

Click here to submit your application. Include your CV and a brief cover letter highlighting your experience in SaaS support and your passion for delivering human-centered service.

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