Job Description

We're looking for a Customer Experience Agent (CXA) who combines technical expertise with a passion for delivering exceptional customer service. This role goes beyond traditional Level 1 support. Our CXAs are not just problem-solvers, but customer advocates who ensure every interaction builds trust, reduces friction, and enhances loyalty.


As the first line of support, you'll guide customers through technical issues, certification processes, and product usage while also spotting signs of churn and driving value-led conversations. You'll work cross-functionally with Product, Sales, and Customer Success to ensure a seamless experience.

Key Responsibilities

Customer Support & Technical Assistance

Be the first point of contact for customer and partner queries across chat, email, phone, and video. Provide technical support for Windows, macOS, and mobile systems, including software installations, CE+ processes, and troubleshooting. Host support and enablement calls via Google Meet, Teams, or phone, helping users navigate setup, issues, or certification. Escalate complex or unresolved issues to more senior members of support while maintaining full visibility and communication with the customer.

Customer Experience & Engagement

Ensure every customer interaction is empathetic, professional, and outcome-driven. Guide users through key lifecycle moments--onboarding, certification, renewals, with clarity and ownership. Proactively identify customers at risk (e.g., low engagement, recurring issues) and escalate to the appropriate internal teams. Respond to cancellation or downgrade requests with care, flagging for retention opportunities and assisting Customer Success Managers in follow-up.

Documentation & Knowledge Sharing

Write and maintain clear, user-friendly help guides, how-tos, and FAQs to reduce support friction. Contribute to internal knowledge bases and playbooks to promote consistent, high-quality support across the team. Ensure all case records in the CRM are updated with accurate tags, classifications, and customer context.

Insights & Continuous Improvement

Capture and share customer feedback, usage trends, and product friction points with CX and Product teams. Collaborate in team retros, QA sessions, and process improvement initiatives. Support Voice of the Customer activities, CSAT/NPS feedback loops, and churn pattern analysis. Natural curiosity, continuously digging deeper to understand the 'why', and always looking for better ways to solve problems and improve how things work.

Cross-Functional Collaboration

Partner with Customer Success and Account Managers to align on high-priority accounts and deliver a joined-up experience. Assist in managing Cyber Essentials Plus audit-related support, customer walkthroughs, and software submissions. Support marketing or product enablement efforts by surfacing customer insights, blockers, and usability trends.

What Success Looks Like

Consistently high CSAT scores from support interactions. Quick response and resolution times within SLA across all channels. Demonstrable reduction in churn risk through proactive support and issue resolution. Well-maintained CRM hygiene and updated documentation/playbooks. Clear feedback loops with Product, CS, and CX based on customer insights.

Requirements

Experience in a technical support or service desk environment (1 - 2 years minimum). Strong understanding of Windows, Mac, and mobile operating systems; familiarity with virtual machines and basic networking. Empathy, emotional intelligence, and outstanding written and verbal communication skills. Experience managing live chat, phone, and video support with professionalism and clarity. Customer-first mindset with a proven ability to manage high-pressure interactions calmly and constructively. Knowledge of security certifications like Cyber Essentials or experience supporting CE+ audits is a bonus. CRM or helpdesk experience (e.g., Zendesk, Salesforce, HubSpot).

Benefits

A competitive salary Flexible working hours and a remote-first working environment (in-person collaboration sessions will be required from time to time and will be fully expensed) 25 days of annual leave plus public holidays 1-day additional leave for every full year of employment to a maximum of 5 additional days Your birthday as a free holiday day Access to our Employee Equity Scheme Private health care upon successful completion of probation Annual learning and development grant of 2,500 500 Personal Growth grant to spend at your discretion Access to Spill, our mental health and wellbeing support network Regular team breakfasts and lunches A vibrant and supportive team culture A beautiful workspace in Shoreditch, designed with natural light, lush plants, and complimentary high-quality tea and coffee * The necessary technology, including a MacBook and additional equipment, to create an optimal home working environment and enable you to excel in your role, including a 250 yearly office equipment/maintenance grant