[Hiring] Customer Success and Support Specialist @Rockstar

Role Description

The person in this role is the day-to-day face of the company for UK and Ireland customers:

• Handles phone support, resolves tickets, gets customers onboarded, and checks in to ensure they are getting value from the software platform.
• Works the global support queue, triaging overnight tickets from North America and the rest of the world, clearing Tier 1 and straightforward Tier 2 tickets.
• Focuses primarily on UK customers while managing the entire customer base.

This is a people-first role. They do not need to be a database expert; the Tier 2/3 team handles deep data work. They need to be great with customers, quick to learn software, and organised.

Qualifications

• 2+ years in a customer-facing software role: support, customer success, onboarding, training, or account management.
• Confident on the phone and on camera, including with senior council staff.
• Plain-English explanations, calm under pressure.
• Quick to learn software and comfortable configuring a SaaS application through its admin settings; solid with spreadsheets.
• Experience with a ticketing or CRM system (Zendesk and HubSpot preferred).
• UK based, able to cover UK business hours with occasional overlap with the North American team, and set up as an independent contractor (sole trader or limited company).

Requirements

• Own UK phone and email support during UK business hours and resolve Tier 1 tickets in Zendesk to agreed service levels.
• Triage the global queue each morning: resolve Tier 1 and straightforward Tier 2 tickets for any region, and route the rest with a clear write-up.
• Handle common configuration and how-to requests directly in the software platform's admin tools (users, fields and forms, layers, reports).
• Use the company's AI-assisted support tooling to draft responses, applying their own judgement before anything goes to a customer.
• Guide new UK customers from signed contract to confident daily use: kickoff, setup check-ins, and go-live support.
• Deliver onboarding, training, and refresher sessions, and support mobile application adoption with UK field teams.
• Coordinate with Professional Services on data imports and complex configurations, keeping the customer informed.
• Hold regular check-ins with UK accounts, surface issues early, and share relevant new features.
• Track UK account health and renewal timelines, flag risk, and work renewals with the CS team and the company's UK reseller partner.
• Log meetings and account context in HubSpot, and coordinate on invoicing and past-due follow-up for UK accounts.

Benefits

• Independent contractor engagement, or employment through the company's UK employer-of-record partner, at approximately 35 to 40 hours per week, ongoing with an initial review period.
• Compensation: $26 to $32 USD per hour (approximately £19 to £24), set to be equivalent in total cost across either structure.
• Remote-first work with a small global team and a product that does real good in real communities.

Company Description

Rockstar is recruiting for a company that provides software solutions for urban forestry and asset management, helping communities manage trees and green spaces. They are a small, global team with a product that delivers real environmental impact.