Customer Support Specialist; Fully Remote

Customer Support Specialist (Fully Remote) About the Job

We’re passionate about the English language, and we design software that helps writers and editors produce their very best work. Our product, Arsenault, is the leading proofreading software for independent editors, proposal managers, medical writers, and publications teams.

We’re a growing, profitable company and have been working 100% remote since before it was cool!

You will be the eyes, ears and voice of the company in its interactions with users, and our representative when they most need assistance. You’ll ensure that all our customers (regardless of size) experience excellent and timely support in every interaction with the company. We’ll give you the training to become a product expert, so you’re capable of fielding questions across both our Windows and Cloud products.

You’ll also have the opportunity to explore what makes customer support so interesting and important.

We get our best innovations from customer feedback, so you’ll develop great relationships with our user base (while also setting realistic expectations). You’ll join our online forum and help build the community of users there, track everything users report to us, and feed that back to our engineering team so we understand customer pain points and can prioritize improvements. In addition to customer support, you’ll lead on detailed investigations.

We’re looking for someone with an inquisitive mind who loves to explore how language software can produce erroneous results.

Our customers write and edit documents professionally, so it helps to have a deep understanding of writing and editing documents. We’re looking for someone who has opinions on apostrophes and a stance on the Oxford comma.

Your responsibilities will include:

• Be the first point of contact for customers and ensure we provide quality customer support across all accounts
• Write FAQs and other support materials
• Represent us in user forums, build strong relationships with customers and engage with their feedback

You will report directly to the Customer Support Manager, so you must be self‑motivating and able to get things done independently.

You’re outgoing, patient, and love talking tech with customers. You’re independent and reliable. You’re a great listener, curious about everything, and love asking questions and solving user problems.

• A university degree
• Two years or more of experience in technical support in software
• Demonstrable interest in writing, editing or the English language
• An ability to work from home on a PC with Windows, with an appropriate set‑up for professional video calls

You must be based in the UK and plan to work exclusively from the UK.

An Accepting and Diverse Workplace

Intelligent Editing is committed to being an equal opportunity employer. We aim to create a workplace that celebrates diversity. We do not tolerate discrimination. Our users are keepers of the written word, and we stand with those working to shine a light on all forms of exclusion and inequality. #Black Lives Matter .

• Work from anywhere in the UK (we work 100% remote)
• Private healthcare and life insurance
• Annual £250 a year towards gym membership
• Annual company away day
• Charity donation matching
• Be part of small, profitable startup (employee #25)
• Potential to grow your career in a choice of directions
• Contract:
  
  Full‑time
• Salary: £35‑40k (overtime also available)

We grade applications based on the quality of writing in your application form, so please answer all questions in full.