Customer Success Manager

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.

You will start with 25 days annual leave that increases with your seniority in the company, a private healthcare and life insurance. We pride ourselves on being an organisation that gives back so you'll also have one charity day allocated to support a cause that matters to you.  There are plenty of other perks. Apply to find out more.

About you:

We're looking for a confident and customer-focused Support Specialist to join our team. This role is primarily responsible for handling inbound customer queries across multiple channels, including email, live chat, and phone. You'll be the first point of contact for users needing help with everything from event setup to finance-related questions. You'll also play a key role in troubleshooting issues, raising bugs and internal tasks, and helping customers get the most out of our software.
 

Day-to-day, you will:

• Respond to inbound customer queries via HelpScout, Intercom, and phone, providing timely, empathetic, and accurate support.
• Assist customers with a wide range of queries including: event page setup, platform navigation and "how-to" questions, finance-related queries (e.g. payouts, invoicing); Deliver expert advice on using our software, including offering workarounds and best practices.
• Raise bugs and internal tasks with clear documentation for the product and development teams; Maintain detailed records of customer interactions and feedback; Troubleshoot technical and user issues, identifying root causes and resolving or escalating as needed.
• Contribute to support documentation and help center content to improve self-service options; Collaborate with other departments to ensure customer issues are resolved efficiently and effectively.

Your skills and experiences might also include:

• Experience in a customer support or helpdesk role for a software product and strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication, with a professional and friendly tone and customer-centric mindset. You love to help and find resolution for customers.
• Comfortable providing phone support and managing multiple queries simultaneously.
• Familiarity with support tools such as HelpScout, Intercom, or similar platforms; Ability to explain technical concepts clearly to non-technical users.

What are we all about? 

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. 

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us We wholeheartedly believe in equality for all and the transformative power of diversity. 

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.

Love Work. Love Life. Be You.