1st Formations

Customer Support

• Own and evolve the end-to-end customer experience
• Identify friction across the customer journey and reduce avoidable contact
• Design simple, intuitive services that enable customers to self-serve effectively
• Combine customer insight, data analysis, and service design to improve journeys
• Work cross-functionally with product, support, and operations to deliver measurable improvements
• Analyse customer contact drivers and establish reporting on trends
• Map and maintain end-to-end customer journeys and prioritise improvements
• Design and optimise services to be simple and scalable
• Partner with product and UX teams to improve digital touchpoints
• Track and report on impact (e.g. contact reduction, CSAT, effort scores)

Customer Experience Lead

• Serve as the first line of support for client enquiries via phone and email
• Resolve routine and repeatable requests quickly, using internal tools and knowledge bases
• Accurately triage and escalate more complex queries (e.g. tax/accounting-specific) to the appropriate internal team (Accounting, Payroll, Onboarding, etc.)
• Take ownership of customer issues, ensuring they are followed through and resolved in a timely and professional manner
• Log support tickets and interactions clearly and consistently for traceability across teams
• Communicate clearly around deadlines, required client inputs, and next steps
• Manage a high volume of support queries daily in a calm and orderly way
• Collaborate with internal teams to improve service workflows and flag friction points
• Support new clients with initial system access (e.g. QuickBooks logins) and process introductions

Customer Experience Lead

Customer Service Executive, Accounting Software Experience Required