Support Specialist at Stampede

City of Edinburgh, Scotland, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

16 Jan, 26

Salary

0.0

Posted On

18 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Troubleshooting, SaaS, Problem Solving, Communication, Documentation, Automation, Collaboration, Customer Experience, Feedback, Knowledge Management, Quality Assurance, Data Protection, CSAT, Escalation, Product Training

Industry

Software Development

Description

Company Description Who We Are Stampede AI is a fast-growing SaaS platform that helps businesses make smarter, faster decisions using real-time data automation. At Stampede AI, we help businesses turn data into decisions, quickly, clearly, and at scale. As an Account Manager, you’ll be the strategic partner for a portfolio of direct clients, helping them unlock the full value of our platform and driving long-term growth. Job Description Who You Are You’re a proactive, detail-oriented problem solver who thrives on helping customers succeed. You have at least 2 years of experience in customer support or technical troubleshooting within a SaaS environment (hospitality tech a bonus). You’re calm under pressure, communicate with clarity and empathy, and take pride in turning challenges into great customer experiences. Key Responsibilities Customer Support & Troubleshooting (Pillar 1: Responsiveness & Resolution) Act as the first responder to incoming tickets, chats, and calls. Diagnose and resolve platform issues quickly and accurately. Escalate complex cases to the Development team with complete documentation. Keep customers informed with clear, timely updates until resolution. Manage ticket queues to ensure response and resolution within SLA. Document resolutions in the Knowledge Base to reduce repeat issues. Customer Experience & Feedback (Pillar 2: Customer Satisfaction & Insight) Maintain high CSAT scores across all support interactions. Collect and share customer feedback to improve support and product workflows. Identify recurring issues, surface trends, and suggest improvements. Knowledge & Quality (Pillar 3: Continuous Learning & Documentation) Contribute to new Knowledge Base articles Ensure all documentation is accurate, clear, and up to date. Support new product updates by testing and documenting feature changes. Participate in regular product training to maintain technical proficiency. Scalability & Smart Support (Pillar 4: Efficiency & Automation) Automate Tier 1 FAQs. Build and maintain escalation paths for faster turnaround on complex cases. Deliver a monthly internal “Support Wins” update summarising insights, trends, and learnings. Contribute to the End-of-Day Support Dashboard for SLA and backlog visibility. Collaboration & Communication (Pillar 5: Cross-Functional Partnership) Collaborate with Development, Onboarding, and Account Management to resolve issues. Participate in cross-departmental meetings to share customer insights. Maintain a professional and empathetic tone across all channels. Support internal training materials or FAQs where needed. Business Awareness & Compliance (Pillar 6: Growth & Governance) Recognise upsell or risk indicators and escalate to the Account Management team. Support the company’s brand reputation by contributing to industry award submissions. Adhere to GDPR and internal data protection standards at all times. What Success Looks Like (First 6–12 Months) You manage the queue (ticket, calls and livechat) with efficiency, empathy, and professionalism. Customers consistently rate their experience 5 thanks to fast, clear communication. You’ve improved internal and customer documentation, introduced automation, and reduced repeat issues. You collaborate cross-functionally to close the loop between Support, Product, and CS. You’re known internally for your reliability, product knowledge, and customer-first mindset. Why It Matters Support is the heartbeat of customer trust. Every quick resolution, thoughtful reply, and proactive fix defines the customer’s experience with Stampede. By delivering exceptional support, you’ll help retain customers, strengthen our reputation, and shape how the world sees our brand.

Responsibilities

The Support Specialist will act as the first responder to customer inquiries, diagnosing and resolving platform issues while ensuring timely updates to customers. They will also document resolutions and contribute to the Knowledge Base to enhance customer support efficiency.