Job Description

Location: Leatherhead, UK (Hybrid: part-office, part-home working)
Contract: Permanent | Full-time (37.5 hours/week)
Salary: 26,500 - 32,000 (dependent on experience)
Holiday: 26 days + 8 bank holidays


About the Role


We're looking for a highly organised, tech-savvy, and customer-focused Customer Support & Systems Specialist to join our growing team.


In this hybrid role, you'll be the first point of contact for customer queries and a key systems champion across our business. You'll manage support tickets via HubSpot, oversee updates and maintenance on our WooCommerce/WordPress website, and help streamline operations through improved automations and platform integrations (including HubSpot, Xero, and Asana).


You'll also play a key role in our tasting validation schemes--guiding customers through the process, resolving login and data entry issues, and supporting both the technical and sales teams with customer-facing systems.


If you're the kind of person who loves problem-solving, process improvement, and delivering great service, this could be a perfect fit.


Key Responsibilities


Customer Support (HubSpot Helpdesk)


Act as the first line of support for customer queries via our HubSpot helpdesk (tickets, email, and chat).


Troubleshoot access, data entry, and customer portal issues.


Maintain a helpful, professional tone across all customer interactions.


Escalate technical/operational issues with clear documentation.


Scheme Assistance


Assist customers in using our browser-based system for tasting scheme participation.


Guide users through technical aspects of the scheme process.


Collaborate with internal teams to ensure a seamless experience.


Sales Team Support


Assist the sales team with reporting and data entry requirements.


Support customers with system login issues and data uploads related to training, validation, or order processes.


Provide technical support that enables the sales process to run smoothly.


Website & WooCommerce Management


Manage and maintain our WooCommerce/WordPress site (aroxa.com), including:


Product listings


Content updates


Shipping rules


Discount logic (YITH, plugin-based)


Private customer catalogues


Multi-currency settings


Monitor website performance, manage plugin updates, and resolve UX or technical issues.


Liaise with developers for escalated fixes or improvements.


CRM & Systems Support (HubSpot, Xero, WooCommerce)


Maintain accurate CRM records (contacts, deals, tickets, etc.) in HubSpot.


Build and improve automation workflows and custom properties.


Design dashboards and reports to support customer insights and scheme performance.


Help integrate platforms (e.g. WooCommerce ? HubSpot ? Xero) using tools like Zapier, Make, or direct API connections.


Internal Systems & Tech Stack Improvements


Promote data consistency and automation best practices across systems.


Identify pain points in workflows and help teams resolve inefficiencies.


Support broader discussions on platform improvements and new feature rollouts.


Who We're Looking For


Essential Skills & Experience


Strong experience in customer or technical support.


Confident working with WooCommerce/WordPress, including products, layout, and user access.


Comfortable using HubSpot CRM for contact management, ticketing, automation, and reporting.


High IT literacy and strong troubleshooting instincts.


Able to manage and support platform integrations.


Detail-oriented, with great documentation and communication skills.


Desirable (Nice to Have)


Experience with global e-commerce and multi-currency setups.


Working knowledge of HTML/CSS for basic formatting.


Familiarity with Zapier, Make (Integromat), or APIs.


Experience in ISO 9001 or other quality-led environments.


A second language (advantageous but not essential).


What We Offer


26 days' holiday + bank holidays


Flexible hybrid working and hours


Company pension scheme


Sick leave, parental leave, and compassionate leave


Free on-site parking


Personal development opportunities and system ownership


A friendly, collaborative team culture


Regular socials and company events