About the Company
Pinpoint is a high-growth HR tech start-up that builds and sells software to help in-house recruitment teams attract, hire, and onboard top talent. The company has a strong foundation with a mature product, rapid growth, solid product-market fit, and satisfied customers.
Pinpoint’s headquarters is in Jersey, with an 80-person team distributed across the UK and the US.
- Employer: Pinpoint
- Job Title: Customer Support Specialist
- Location: Remote (United Kingdom)
- Salary: £35,000 – £40,000 per year
- Job Type: Full-time
Job Overview
Pinpoint is looking for a Customer Support Specialist (11am–7:30pm) to join its growing support team. This role plays a key part in maintaining the company’s fast response times (sub-2-minute first response on live chat) and high customer satisfaction.
This position is remote, based in the UK, with a few optional in-person meetups each year.
Role Details
Schedule: Monday–Friday, 11am–7:30pm UK time (1-hour lunch), occasionally 9–5 when covering a colleague.
Environment: Remote-first, collaborative, and fast-paced.
Tools: Intercom, Linear, Google Suite, Slack, HubSpot.
Key Responsibilities
Manage customer tickets end-to-end via Intercom (live chat and email), averaging 100+ per week.
Respond to live chats within 2 minutes on average.
Deliver context-aware, personalized support without relying on canned responses.
Investigate technical issues, replicate bugs, and escalate when needed.
Help clients understand and adopt new features.
Maintain a 98%+ positive CSAT rating through high-quality support.
Contribute to documentation, troubleshooting guides, and internal process improvements.
Stay calm and friendly while managing multiple live chats or a high ticket load.
Requirements
2+ years of customer support experience in live chat or email-heavy roles (not script-based).
Experience with B2B SaaS platforms (HR tech experience is a plus).
Skilled in handling tickets end-to-end, including escalations.
Comfortable in a high-volume SaaS environment (100+ tickets/week).
Strong written and verbal communication—clear, confident, and empathetic.
Technically curious, organized, and proactive.
Product-minded—able to translate customer needs into platform understanding.
Must be based in the UK and eligible to work there.
Preferred Skills:
Experience troubleshooting integrations (e.g., HRIS, calendar, SSO, job board systems).
Familiarity with APIs, webhooks, or JSON concepts.
Collaboration with Product or Engineering teams on bug reproduction or feature testing.
Involvement in QA or internal documentation.
Interest in understanding the technical “why” behind customer issues.
What Pinpoint Offers
Healthcare: Comprehensive medical, dental, and optical coverage for employees and their families.
Unlimited Holidays: Encourages work-life balance and rest.
Mental Health Support: Immediate access to professional counselling through Spill.
Retirement Matching: Competitive plan for long-term financial security.
Remote-First Culture: Flexible working environment built on trust.
Meaningful Equity: Shared success through company growth.
Parental Leave: Up to 16 weeks of fully paid leave for new parents.
Learning Budget: Annual funds for personal and professional development.
Equipment: Top-tier MacBook Pro, 4K monitors, and necessary tools.
Supportive Team: A culture of collaboration, kindness, and shared success.
A detailed overview of benefits is available on the official website.
About Pinpoint’s Mission
Pinpoint is redefining how companies hire by building talent acquisition software that fixes broken hiring processes. Its platform stands out as a fast, easy-to-use applicant tracking system that adapts to complex workflows as companies scale.
The company believes that attracting the right talent means being transparent—helping candidates truly understand the organisation and its values.
Pinpoint fosters a culture of innovation, empowering employees to make an impact, grow quickly, and continually improve through collaboration and challenge.
How to Apply
If you’re interested in this role, visit the official website for more information — click here to apply now.