About FreshPay
FreshPay is a leading provider of innovative payroll software solutions, dedicated to streamlining payroll processes for businesses of all sizes. The company is an independent software firm founded by three female professionals with a small, close-knit team. FreshPay prides itself on delivering exceptional customer service and support using the latest technology.
- Employer: FreshPay
- Job Title: Customer Support Specialist
- Location: Remote (United Kingdom)
- Salary: £28,000 – £32,000 per year
- Job Type: Full-time
Job Summary
The Customer Support Specialist (also referred to as Customer Support Champion) will serve as the primary point of contact for clients, providing expert assistance and guidance on FreshPay’s payroll software products.
This role involves troubleshooting issues, offering solutions, assisting with product migration, and ensuring a seamless user experience. The ideal candidate has excellent communication skills, a strong understanding of payroll processes, and a passion for customer service.
Key Responsibilities
Client Assistance: Respond promptly and professionally to customer enquiries via phone, email, and live chat, addressing questions and resolving issues related to FreshPay’s payroll software.
Troubleshooting: Diagnose and resolve technical problems by guiding clients through step-by-step solutions, ensuring minimal disruption to operations.
Product Expertise: Develop and maintain an in-depth understanding of FreshPay’s payroll software to provide accurate information and training to clients.
Migration: Provide migration support and assist with data migration from other payroll software products.
Feedback Collection: Gather customer feedback and relay insights to the product development team for continuous improvement.
Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
Collaboration: Work closely with cross-functional teams, including product development and sales, to ensure customer satisfaction and product enhancements.
Training: Conduct webinars and training sessions to educate clients on new features and best practices. Create and maintain help guides and ensure they are up to date.
Role Details
Work Hours: Full-time hours, either 8 AM–5 PM or 9 AM–6 PM (Monday to Friday)
Holiday: 20 days annual leave plus bank holidays
Flexibility: Part-time hours may be considered, as FreshPay is recruiting more than one person for this role
Location Options:
Work remotely (all necessary equipment provided)
Work from FreshPay’s offices in Horsham or Bedford
Compensation and Benefits
Salary: £28,000 – £32,000 per year (Full-Time Equivalent)
Benefits:
Company pension
Free parking
On-site parking
Qualifications
Education: GCSE or equivalent (preferred)
Experience:
Minimum 1 year in customer service (required)
Experience in payroll (preferred)
Additional Information
You will be fully supported and trained in all aspects of the software, with the added benefit of expanding your payroll knowledge.
FreshPay is a growing cloud payroll software company focused on the future. The role allows you to showcase both your payroll knowledge and customer service skills while contributing to a high-growth, female-led company.
How to Apply
If you’re interested in this position, visit the official FreshPay website for more details — click here to apply now.