About the role

Role: Customer Support Specialist

Join Resource Guru’s remote-first team to deliver fast, clear, thoughtful, genuinely helpful customer support.

What you’ll be doing

Learn Resource Guru inside out: understand how customers use the product and what common questions come up.
Respond to customer questions (primarily by email): handle product usage, account setup, billing enquiries, troubleshooting, and “how do I…?” queries.
Troubleshoot and investigate issues: ask follow-up questions, review account settings, try to reproduce problems, check browser-related issues, and escalate bugs to engineering with clear notes.
Collaborate with the wider team: work with the Senior Customer Support Specialist (Dana) and partner with Product/Engineering on bugs and feature requests.
Improve product and support processes:
- share customer feedback with Product and Engineering
- create clear internal reports for technical issues
- tag/categorise feature feedback so the team understands customer needs
- update and improve Help Centre content (articles, walkthroughs, suggestions)
Use support and customer tools to manage conversations and account/billing information.

Requirements

Some experience in SaaS or online customer support.
Comfort learning and using new software quickly.
Strong ability to troubleshoot issues methodically and communicate clearly.
Friendly, warm, customer-focused communication in a remote-first environment.

Nice to have

Experience using customer support and billing/CRM tools (Front, Recurly, Customer.io, HubSpot) or similar systems.

About Resource Guru

Resource Guru is a scheduling software company that helps teams stay on track by improving resource utilisation and project profitability. Trusted by customers worldwide, it supports teams with a product designed to manage people’s time efficiently and promote a healthy work-life balance. The team is fully remote, collaborating primarily via Slack.