Product Support Specialist

Salary : £40,000 – £45,000 depending on experience

Working

Location:

Hybrid | 2 days a week in our Old Street office if London-based or 2 days a month in the office if outside of London

Product Support | SaaS | Prop Tech

🏢
About Searchland
Searchland is a high-growth B2B prop-tech company transforming how businesses and individuals access and leverage property data. Our platform empowers property developers, land agents, architects, and planners with real-time insights, helping them make smarter, data-driven decisions when acquiring and developing land.

In just five years, we’ve built one of the UK’s most advanced property data pipelines, integrating thousands of data sources and processing terabytes of information with less than 24-hour latency. Our cutting-edge platform is shaping the future of property intelligence.

💬
About the Role
We’re looking for a proactive and customer-focused Product Support Specialist to join our growing team. You’ll be the front line for our users – helping them get the most value from the Searchland platform, resolving issues, and feeding valuable insights back to our Product and Engineering teams.

This role is ideal for someone who enjoys problem-solving, communicating clearly with customers, and working closely with internal teams to continuously improve the product experience.

🎯
What You’ll Do

Own first- and second-line support across ticketing, email, and live channels, ensuring timely, high-quality resolution aligned to SLAs

Diagnose and troubleshoot product issues, identifying root causes and escalating efficiently with clear context

Act as a trusted product expert for customers and internal teams, delivering best-practice guidance and platform capabilities

Work closely with Product, Engineering, and Data teams to triage bugs, prioritise issues, and influence roadmap discussion

Create and update help centre articles, FAQs, and internal support documentation

Identify recurring issues and suggest improvements to product workflows and support processes

Track and report on key support metrics (response times, resolution rates, CSAT, feature adoption insights)

Support onboarding and training for new customers and employees when required.

Right to work in the UK

2+ years’ experience in product support and customer support on a SaaS product

Experience using ticketing platforms (e.g. Intercom, Zendesk, Freshdesk) and managing workload against SLAs

Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users

Demonstrated experience in troubleshooting product issues independently

Ability to prioritise effectively in a fast-paced environment

Comfortable collaborating cross-functionally with Product and Engineering teams

Experience working in a startup or scale-up environment

Exposure to Prop Tech, data-heavy or mapping platforms, geospatial data, or property intelligence tools

Experience contributing to product feedback or roadmap discussions

Experience in analysing support trends to influence product improvements

Familiarity with reporting on support KPIs or CSAT metrics

Hybrid working: 2 days a week in our Old Street office

Compensation
:
Competitive salary, salary sacrifice pension scheme, EMI Scheme

Time off & wellbeing: 25 days holiday + bank holidays, birthday off, Christmas shutdown, Health Shield cash plan including dental

Tools & perks: Mac Book and a home office contribution

Culture: monthly socials, team lunches, bake-offs, 3 Peaks challenge, and company trips abroad when targets are hit

🌍 Our Commitment to Inclusion

We are committed to creating an inclusive and diverse workplace where everyone feels valued and empowered to thrive. We welcome applications from all backgrounds, regardless of race, ethnicity, gender, sexual orientation, disability, age, religion, or any other characteristic. If you require any adjustments during the recruitment process, please let us know—we are happy to support you.

40000 GBP – 45000 GBP (Annum)

Behind every great project is a team of passionate professionals who bring ideas to life. We are designers, developers, strategists, and innovators, united by a shared vision to create meaningful experiences. Collaboration, creativity, and curiosity drive us forward, shaping the future with every project we take on.