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Customer Support Assistant – Remote (UK only)
Location: Remote – UK based only (with UK travel)
Start date: ASAP
Salary: £35,000
About Tended
At Tended, we create first-of-a-kind safety systems that use some of the most advanced technologies on the market to transform rail worker safety. Our flagship geofencing solution was named as one of TIME’s Best Inventions 2023 and made it onto the Digital Leaders 100 list for Geospatial Initiative of the Year 2023.
We’re a venture-backed scale-up with an incredible team and work alongside industry-leading organisations in the rail sector to innovate and bring rail workers home safe every day. We put people first through flexible and remote working, mental health policies and social activities.
Why we’re hiring a Customer Support Assistant
We are growing rapidly and are looking for a customer-focused, technically minded individual to be the first point of contact for our customers delivering exceptional customer service. You’ll support the day-to-day running of our help desk, build resources that make support faster and smarter, and work closely with teams across the business to resolve issues and improve the customer experience.
Responsibilities
Help Desk & Customer Support
- Monitor, triage, and manage inbound support enquiries, ensuring timely responses in line with SLAs
- Collaborate with cross-functional teams to resolve escalated issues
- Monitor voicemails and route them to the appropriate team members
- Provide out-of-hours on-call support fortnightly
Knowledge & Product
- Maintain deep, up-to-date product knowledge — including changes, releases, and known bugs
- Proactively communicate relevant product updates to customers
- Build and maintain customer-facing resources, including a knowledge base and release notes
Systems & Continuous Improvement
- Develop and optimise the help desk platform (e.g. Intercom), including automation and AI tooling
- Create and maintain internal resources to improve resolution times and team efficiency
- Track and report on help desk performance metrics, contributing data-driven insights to the team
- Contribute to the monthly product newsletter
What We’re Looking For
Even if you don’t think you 100% match all of the experience below we would encourage you to apply, as we’re always open to candidates who will learn and grow with us 🌟
- Strong communication skills and a genuine customer-first mindset
- Experience with CRM or help desk tools (e.g. Intercom, Zendesk, Salesforce)
- Comfortable working cross-functionally with product, engineering, and commercial teams
- Organised and analytical — able to spot patterns in support data and act on them
- An interest in using AI and automation to improve support workflow
Reasons to join us
- Choice-first flexible and remote working policy 🏡
- Best in class private healthcare insurance 🧠
- Feedback driven, supportive and curious team with DIY mindset 🤔 🛠
- Learning and development budget 📚
- Free sports membership 🏋🏿♀️
- Group life insurance (death in service) 🫂
- Paid charity days 👐🏻
- Free railcard
Want to learn more about working for Tended? Check out our careers page.
Hiring process
- Initial ‘get to know you’ interview at a time that suits your schedule
- Second, competency-based interview with the hiring manager, and a key member of the Exec team
Questions?
Questions about the company, job role or just want to chat first? We’re always happy to talk so pop an email to ops@tended.co.uk or live chat with us from our website.
