Customer Support Agent (9-month FTC)

Customer Support Agent (9-month FTC) The Opportunity Phorest powers over 12,000 hair and beauty salons, spas and medi-aesthetic clinics using our software in the UK, Ireland, Germany, Finland, the USA and Canada, processing more than 7 million appointments per month. Our system touches every point of the salon experience. We have the in-salon software desktop application, Phorest Go (the native staff application), online bookings website for salons, and custom native apps per salon. Customer Support is critical within the company to ensure we have happy customers who stay with us, grow their business with us, and get value out of our products. We are growing fast and would like to add a new member to our team. You will join a group of highly motivated individuals, working to help us grow Phorest faster. This is a 9-month fixed term contract role on a Tuesday to Saturday working week. What you will do Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. We own client communication from initial contact until resolution. Strive to be a product expert in all areas of the product. We pride ourselves on being able to understand each customer’s needs deeply. We believe in empathetic, transparent, and solution-focused support and communication. Advocate for, and be the voice of our clients internally. We engage with and work alongside different teams to provide product feedback and iterate on our processes. We regularly collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind. We help test new features, bug fixes, and improvements and provide direct feedback to the teams involved. Month 1: Complete your induction. Become familiar with the organisation, its teams, and key functions. Begin working in your role with support from your manager and colleagues. Months 2–3: Build on the foundational knowledge gained during your first month alongside your team. Set weekly goals with your manager to support your development. Begin bi-weekly 1:1 meetings with your manager. Months 3–6: Participate in your 3-month performance review, providing an opportunity to reflect on your progress and agree development goals for the remainder of your contract. Continue to build your knowledge and skills based on the outcomes of your review. Continue your bi-weekly 1:1 meetings with your manager. Months 6–9: Participate in your 6-month performance review to assess your progress, performance, and objectives for the remainder of your fixed-term contract. Continue working towards consistently achieving the expected performance standards, including a target of 17+ tickets closed per day. Continue your regular bi-weekly 1:1 meetings with your manager. The Specifics: Answer incoming Customer Support queries (approx 17+ per day) Resolving problems by phone, email support or remote connection Becoming a Product Expert on Phorest’s software Issue reporting, logging, and troubleshooting Escalating issues to internal teams where necessary You Have: 3+ years of experience in Customer Support 1+ year of experience in Technical Support Exceptional problem-solving skills Genuine passion for speaking to and supporting customers Strong ability to prioritise and manage competing priorities Excellent written and verbal communication skills - you need to take technical language and concepts and make them accessible to our customers Ability to think on your feet and context switch when needed Be thorough, detail-oriented, and self-motivated Ability to work independently, as well as collaboratively Commitment to continuous self-improvement and learning Nice to Have: Experience troubleshooting and supporting Cloud Software Knowledge of Zendesk, Aircall, Slack Interest in technology and/or the Hair & Beauty Industry 1+ Year in SAAS (Software As A Service) Support Environment Benefits 🧘Your wellbeing is important to us - we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service. 💰As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection. 🚵🏿 We help you travel by providing a bike to work scheme as well as tax saver transport tickets. 🦸‍♀️We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause. 🍼We care for your family and provide Enhanced Maternity and Paternity Benefits. 🌳We grow our own timber! We provide a great learning environment and extensive development opportunities. We run development programs and provide access to many online resources including LinkedIn learning. 🏠Moving house? Phorest employees get 3 moving days. Want to learn more about Phorest? Check out nothingventured.rocks for our blog and Insights on building an evergreen company from the team here at Phorest. Phorest is an equal opportunity employer. For this position, flexi-time and working from home is possible. We are also open to remote work. Get in touch to ask for more information or to chat about your future with Phorest! Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. Department Support Role Customer Support Locations UK, Ireland , Northern Ireland Remote status Fully Remote UK Ireland Northern Ireland We believe you will like it here Innovation at Scale Phorest is at the forefront of technological innovation. Join us and work on cutting-edge projects that challenge you to think outside the box and bring your boldest ideas to life. Meaningful Impact Your work at Phorest will impact millions of users in the beauty industry. From small salons to large enterprises, your contributions will shape how businesses operate and thrive. Collaborative Environment We believe in the power of collaboration. You'll be part of a diverse and inclusive team that fosters a culture of learning and growth. Flexibility We understand the importance of work-life balance. With flexible work arrangements, you can excel in your career while maintaining a healthy lifestyle. We Grow Our Own Timber At Phorest, your development matters. We provide ample opportunities for skill enhancement, career advancement, and attending industry events like ShipitCon. A Culture Built by Our People Our culture is what makes Phorest, Phorest. When we ask the team what they enjoy most about working here, culture comes up every single time. It's something everyone plays a part in shaping. We're warm, we're real and we look out for each other. We want every person who joins us to feel welcome, supported and able to do their best work from day one. As a certified B Corp, we hold ourselves to high standards, not just in what we build, but in how we treat people and the world around us. About Phorest Phorest is more than a software company. We’re a community of people united by a shared mission to help build a stronger and more resilient Beauty industry. While our platform supports salons around the world, it’s our people who bring that mission to life every day. Founded in 2002, Phorest has grown into a place where people can do meaningful work, learn from one another and make a real impact. We believe in developing our own talent, supporting personal and professional growth and creating an environment where everyone has the space to thrive. Collaboration, mentorship and continuous learning are at the heart of how we work. At Phorest, we’re driven by purpose, grounded in our values and proud to play a part in shaping the future of the industry, together with the community we serve.