Job Description

We are an established and growing digital agency in the heart of Cardiff Bay, and we are looking to welcome a new

Bespoke Support Representative

to join our Client Support team.

Our developers create and maintain complex, business-critical platforms for some of the world's leading automotive brands. This role sits at the centre of that activity, ensuring our clients receive accurate, timely support and an excellent experience from the moment a ticket is raised through to resolution.

You will work closely with our Bespoke Systems Developers, Project Managers and Client Services teams to manage support demand, maintain service quality and help our clients get the best from the systems we build for them. This is a hybrid role blending client communication, technical understanding and structured delivery.

Quality, clarity and collaboration sit at the core of what we do, and we are looking for someone who shares those values.

What you will be doing

Reporting to the Support Manager, you will be responsible for progressing support tickets across several key accounts. You will be confident triaging issues, defining clear steps for the internal teams to reproduce problems and ensuring clients remain fully informed throughout the lifecycle of any request.

You will bring structure and attention to detail to every ticket, testing solutions thoroughly before release and ensuring resolutions meet the standard expected by both Spindogs and our clients. You will need to be comfortable managing conflicting priorities, especially when working with high-profile automotive clients where both reliability and pace are vital.

As part of this role, you may occasionally need to work beyond set hours to support priority, business-critical issues, always with the client experience front of mind.

You will also contribute to shaping internal processes, supporting documentation, spotting recurring patterns and recommending enhancements that help us deliver even more effectively.

Core responsibilities

Deliver excellent client support in line with our SLAs, ensuring tickets progress smoothly and accurately. Join client calls when needed to understand issues first-hand and define clear steps for internal replication. Act as the liaison between clients and development teams, ensuring communication is clear, timely and focused on outcomes. Monitor bombs and problems, ensuring urgency is matched to impact and key stakeholders are kept up to date. Work with development teams to scope and document solutions or requirements for change requests and defects. Build detailed knowledge of key client systems, contributing to internal documentation, FAQs and learning materials. Provide recommendations on recurring themes, system improvements or best practice opportunities. Track client time accurately and ensure additional hours are billed promptly. Participate in weekly Technical Triage sessions with the Bespoke Systems Team. Provide constructive feedback to technical teams when delivery does not meet expected standards, escalating when needed. Quality-check tickets to ensure we are always proud of the work we deliver and the experience we provide. Communicate clearly with clients around solutions, timelines, priorities and updates, reflecting progress in their trackers. Contribute to departmental targets, including resolving tickets within the 75 percent SLA threshold, accurately billing at least 20 hours per week and proactively progressing opportunities. Manage smaller projects, ensuring they are scoped correctly, progressed efficiently and delivered to a high standard.

What we are looking for

Experience working in a technical support or digital agency environment. Strong organisational skills, capable of managing multiple tickets across several accounts. Excellent communication skills, able to translate technical concepts for a non-technical audience. A proactive approach to problem solving, with the confidence to question, clarify and escalate when needed. A collaborative mindset, working closely with colleagues to deliver the strongest outcomes for clients. A commitment to quality, accuracy and a consistently strong client experience. A willingness to learn, develop and deepen your understanding of bespoke systems and processes.

Our culture - As a member of the Spindogs team we would expect:

Being a team player Good commercial awareness Excellent communication skills Be quick to build rapport A calm, organised and methodical mind-set Fast learner - you love a challenge and don't need to be told the same thing twice Strong work ethic - you genuinely care about our clients project outcomes A commitment to your own personal and professional development

Company Benefits

Career growth -

We understand the importance of growth so let's work together on your career evolution.

Regular 121s

- Our line managers and Employee Experience Manager host regular check-ins to discuss progress and development, making sure you are supported throughout your journey at Spindogs.

Health and wellbeing

- Paid sick leave for both physical & mental health. We also will reimburse eye tests and annual flu jabs. We also offer a wealth of wellbeing initiatives such as yoga, financial wellbeing sessions.

Private medical insurance

- Receive award-winning coverage and enjoy excellent benefits for maintaining a healthy lifestyle with Aviva.

Regular team and company socials

- We recognise how important social connectivity is, so we host regular team socials, including Company-wide Summer and Christmas parties, with team training in between.

Employee Assisted Programme

- Access to free, completely confidential and independent advice and support to you and your immediate family. Also includes up to 6 free counselling sessions a year on each topic you wish to discuss.

Other information:

40 hours per week (Mon-Fri) Salary to be agreed based on experience
Job Types: Full-time, Permanent

Pay: From 26,000.00 per year

Benefits:

Casual dress Company events Cycle to work scheme Free flu jabs Health & wellbeing programme Private medical insurance Sick pay Work from home
Work Location: Hybrid remote in Cardiff CF10 5SD