Job Description

Customer Success & Support Associate

28,424 - 32,264 per year pro rata, and profit-related bonus

6 months Fixed Term Contract with the potential to become permanent

Part-time (3 days/22.5 hours per week), immediate start

Redruth, Cornwall, on-site

Are you looking for a new customer support role? Please, read on.

About you

Are you a people person with a keen interest in technology and business? Do you enjoy shaping customer experience? Is product improvement important to you?

Bluefruit is looking for a friendly and proactive Customer Success & Support Associate to join our team. As a key customer contact, you'll be helping us to develop our users' experience during the launch stage of our new product, PixieBooks, and beyond.

PixieBooks is a fast-growing SaaS product making bookkeeping effortless for micro-businesses. Designed to eliminate the hassle of data entry and accounting setup, PixieBooks lets users handle finances with just a few WhatsApp messages. We're focused on saving time, reducing stress, and helping business owners stay financially healthy, without needing an accounting degree.

This role will initially have a broad scope encompassing first-line customer support, onboarding, and early engagement activities. You'll also help us build out the systems that will scale with the business, such as our CRM, support documentation, and tutorials.

You'll be a highly organised self-starter who thrives in a fast-paced startup environment. You will have excellent verbal and written communication skills and a genuine desire to help our users to succeed. Tech will not phase you and you will be able to pick up new tools quickly. You are a problem solver and continuously looking to make improvements to our users' experience.

Key Responsibilities

Customer Engagement & Feedback

Work with early users to gather feedback and identify product improvement areas Maintain strong relationships with beta testers and help them get the most from PixieBooks
Support & Troubleshooting

Handle first-tier user support requests via WhatsApp, email, or other platforms Help users with common issues, escalating complex problems when needed
Content & Onboarding

Draft and maintain a user-friendly FAQ and other help documentation Create short, clear, tutorial videos for onboarding and feature walkthroughs
CRM & Process Setup

Help select, set up, and manage a lightweight CRM (Zoho) to track customer interactions and support needs

Essential skills and knowledge

Comfortable engaging with customers through a variety of communication methods, including written communications, audio, and video calls Well organised and self-directed Ability to succeed in a fast-moving startup environment Excellent written and verbal communication skills Empathetic, with a genuine desire to help users succeed Comfortable with tech, and able to pick up new tools quickly

Desirable skills and knowledge

Experience using CRMs (like Zoho, HubSpot, Pipedrive, or similar) Video editing skills (e.g., Loom, Descript, Camtasia, etc.) Familiarity with small business accounting or SaaS platforms Previous startup or early-stage product experience

And us...

At Bluefruit, we don't just talk about work/life balance--we actively encourage it. We work hard to ensure everyone here enjoys coming to work, from flexible working hours to empowering our people to create their own working environment.

We are committed to providing training for everyone in the company to realise their potential. As an employee-owned company (with an Employee Ownership Trust), it's a fundamental part of our culture that all our people have a say in how we develop our business.

We built our culture around an unerring focus on delivering high-quality code for intelligent products that users love and clients value. And we review each other's work all the time--everyone at Bluefruit constantly seeks out opportunities to learn and improve.

We're privileged to live in one of the most beautiful parts of the UK--and we all want time to enjoy it, so we focus on flexitime, not overtime. We also offer a range of benefits, including:

EOT profit related bonus Regular salary reviews 25 days holiday (plus bank holidays) Flexitime available Onsite gym Free parking Free fruit, snacks, tea, coffee, ice cream Chill out room with pool table Great parental leave benefits Employee Assistance Programme (EAP) Healthcare cashback scheme 4% matched employer pension contribution on qualified earnings Cycle-to-work scheme

Sound good?

Send us your CV today. We will then ask you to complete a short exercise.

There are currently no remote or hybrid working opportunities available and we are only considering in-office positions. Bluefruit places value on working in person with colleagues and providing opportunities to absorb our culture.

Should you be invited for interview please ensure that you would be able to attend our Redruth office in person and work in Cornwall from the outset. Applicants invited for interview will be asked to verify their right to live and work permanently in the UK. We currently do not provide travel expenses or relocation costs for this role.

We recruit on a rolling basis and fill our vacancies as soon as we find people who fit our culture and meet our skills requirements. Therefore, we recommend applying as soon as possible.

Want to learn more about us? Have a look at our website or find us on Facebook.

All applicants must have the right to live and work in the UK.

Job Types: Part-time, Fixed term contract
Contract length: 6 months

Pay: 28,424.00-32,264.00 per year

Expected hours: 22.5 per week

Additional pay:

Bonus scheme
Benefits:

Casual dress Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free flu jabs Free parking On-site gym On-site parking Sick pay
Schedule:

Flexitime Monday to Friday
Ability to commute/relocate:

Redruth TR15 3RQ: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person