2nd Line Customer Support Agent

Jugo City Of Bristol, England, United Kingdom

Location:

Bristol (Hybrid)

Jugo is the next‑generation virtual meeting impact technology – purpose‑built to empower hosts and transform how commercial teams go to market. Built as a performance layer on top of platforms like Zoom and Teams, it enhances how people show up, how their content lands, and how their brand is experienced. Powered by NVIDIA GPUs and proprietary AI, Jugo delivers high‑impact, cinematic meeting experiences with no downloads, plug‑ins, or production complexity.

Our Managed Service Studio has delivered over $1M in annual sales, partnering with world‑class brands such as Coca‑Cola, PSG, Smirnoff, Guinness, Arsenal, LEGO, Nokia, Hitachi, and Vodafone.

In 2026, we will launch a new self‑serve SaaS version of Jugo – a purpose‑built platform for pitches, presentations, and partner calls, designed to sit over the 300M+ virtual meetings happening every day. We aim to make virtual communication feel alive, culturally sharp, emotionally intelligent, and radically human.

As a 2nd Line Customer Support Agent, you’ll be one of the first voices users encounter – providing fast, friendly, and confident support to early adopters and long‑standing clients alike.

You’ll handle inbound queries, resolve common setup and usage issues, support our Pioneer programme (pre‑launch SaaS users), and escalated more complex items with clarity and care.

• Respond to inbound queries across email, chat, and ticketing systems and handle support calls when needed with calm, clear communication
• Guide users through setup, troubleshooting, and in‑platform actions, ensuring all queries are fully resolved and not just replied to
• Maintain accurate ticket notes, logs, and resolution updates within our support system, using this information to update key stakeholders
• Maintain high customer satisfaction standards through quality, clarity, and empathy
/ul>Pioneer Program Support (Pre‑Launch SaaS)
• Provide white‑glove support to early SaaS users (Pioneers)
• Answer questions, troubleshoot access and feature use, and collect feedback
• Engage users via Slack and other channels to ensure active support and insight flow
• Coordinate basic communications (template updates, usage nudges, support content)
• Ensure prioritisation with improved SLAs and a high‑touch support approach
Process Improvement & Insight Sharing
• Identify repeat queries, gaps in documentation, emerging product themes, or outdated content and share insights with stakeholders
• Escalate complex or technical issues with clear, structured notes – including steps already taken
• Feed insight into Product, Customer Success, and Marketing teams
• Help maintain knowledge base articles and support guides
• Support creation and improvement of SLAs, templates, and internal playbooks
You’ll Thrive in This Role If You…
• Have 1–3 years’ experience in a customer support or helpdesk role (B2B or SaaS preferred)
• Communicate clearly and calmly – especially under pressure
• Are organised and capable of juggling multiple tickets and channels
• Bring empathy and structure to every customer interaction
Success Metrics
• 80% CSAT across all lines
• SLAs are adhered to and the support queue is organised and controlled
• Response and resolution time SLAs consistently met/ exceeded
• Clean CRM/service tool hygiene with clear notes and status updates
• Regular contribution to support content or process updates
What We Offer
• Hybrid working with access to our Bristol HQ
• 25 days holiday + public holidays
• Training, tools, and development support to grow your career in tech
• A chance to join a team shaping the future of virtual meetings
• A role where your calm clarity becomes a brand asset
Why This Role Matters

Great support is the heartbeat of great software. You’ll be one of the voices that turns frustration into loyalty – and questions into confidence.

If you’re ready to roll your sleeves up and shape a brand that’s going to change how people meet, pitch, and present –
we’d love to hear from you.

Seniority Level

Associate

Employment Type

Full‑time

Job Function

Customer Service, Administrative, and Consulting

Industries

Audio and Video Equipment Manufacturing, Software Development, and Administrative and Support Services

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