Job Description

Product Support Specialist

Location:

Redruth, Cornwall (Hybrid - office & home)

Hours:

Full-time, Monday to Friday, 9:00 AM - 5:30 PM (flexi-hours available)

Salary:

Competitive + pension + significant perks

About FibreCRM

FibreCRM is a fast-growing software company specialising in CRM, client onboarding, and compliance solutions for UK accounting firms. Our platform helps firms streamline client relationships, manage risk, and meet KYC/AML requirements - all while integrating seamlessly with leading practice management systems such as IRIS, CCH, and Xero.

We're looking for a

Product Support Specialist

with a positive, can-do attitude to join our friendly, innovative team. This role is ideal for someone with 1-2 years' experience in software or IT support, but we're equally open to applicants who are eager to kickstart their career in the SaaS sector and develop their skills with us.

What you'll be doing

As a Product Support Specialist, you'll be the first point of contact for customers and play a vital role in ensuring our clients get the best from FibreCRM. Day to day you will:

Provide front-line technical support to customers via Freshdesk (tickets, email, calls) Troubleshoot issues with CRM systems, integrations, and automations Liaise with developers and the Product Manager to resolve software bugs Assist with software testing and documenting issues for Jira Write and maintain knowledge-base articles and guides for customers Support continuous improvements to our support processes and tools

What we're looking for

We're open to training the right candidate, but ideally you'll bring:

1-2 years' experience in a technical support or IT support role, or a strong desire to learn and grow in this area. Excellent written and spoken communication skills, with strong grammar Good attention to detail A positive, proactive, and problem-solving mindset able to work under pressure in a fast-paced environment Familiarity with any of the following (training provided if needed): CRM systems Freshdesk Jira AI tools Low-code automation platforms (e.g. Zapier, n8n, Make.com) Report writers / business intelligence tools / basic SQL knowledge

What's in it for you

Competitive salary + pension Significant perks and benefits package Hybrid working with flexibility around hours Training and professional development opportunities The chance to work in a growing SaaS company with real career progression A supportive, collaborative culture where your ideas are valued

How to Apply:

Send your CV and a short cover note to careers@fibrecrm.com telling us why you'd be a great fit for the role.

Job Type: Full-time

Pay: 25,000.00-30,000.00 per year

Benefits:

Flexitime On-site parking Work from home
Ability to commute/relocate:

Redruth TR15 3PL: reliably commute or plan to relocate before starting work (preferred)
Location:

Redruth TR15 3PL (preferred)
Work Location: Hybrid remote in Redruth TR15 3PL