{"id":3416876,"url":"https://alion.io/job/sourcewhale-customer-support-specialist","title":"Customer Support Specialist","company":{"id":2055117,"name":"SourceWhale","domain":"sourcewhale.com","url":"https://alion.io/company/sourcewhale","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":90000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-10-28T15:15:45Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T07:56:36Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Us\nWe're the Agentic Recruitment Platform. Built on context, powered by agents, designed for the people doing the actual recruiting. The short version: everyone else is bolting AI onto a decade-old CRM. We built the context layer first, which is why our agents actually know what's going on!\nWhy Us?\nWe’re a team of seriously talented, positive individuals and we invest heavily in our people - you won’t feel like a number here!\nThis is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see our G2 reviews!\nAs our Customer Support Specialist, you will be at the centre of the customer experience, providing technical support and collaborating with different teams to improve the product.\nReporting directly into the UK Support team lead, this is an opportunity to join a newly formed team with a clear remit and investment, united by a shared goal: our clients’ success with SourceWhale!\nDay in the Life\nCore support responsibilities\nOwning inbound support conversations in Intercom, from first response through to resolution and follow-up.\n\nDiagnosing and troubleshooting technical issues such as integrations, sync issues, and data discrepancies.\n\nReproducing issues reliably and capturing high-quality technical detail\n\nCommunicating clearly with customers via chat, email, phone or video calls setting expectations and providing timely updates.\n\nWorking cross-functionally with Product and Engineering to escalate issues, validate fixes and improve the product.\n\nProactive improvement responsibilities\nIdentifying recurring themes and pain points, collecting customer feedback, and helping guide prioritisation of product improvements.\n\nCreating and updating Intercom articles and FAQs to support automated customer support.\n\nImproving internal troubleshooting playbooks and support processes to increase speed and consistency.\n\nContinuously building your knowledge of our products, integrations, and the recruitment tech ecosystem.\n\nExamples of issues you’ll work on\nCRM/ATS integrations: connection issues, permissions, field mapping, and sync behaviour.\n\nData issues: duplicates, missing records, incorrect values, and import/export problems.\n\nAPI issues: authentication/authorisation errors, rate limits…\n\nBrowser/environment issues: extensions, cookies/cache and user permissions.\n\nWhat success looks like\nBecome highly effective in the SourceWhale product and core integration flows.\n\nOwn tickets end-to-end with clear customer communication and consistent follow-ups.\n\nProduce high-quality escalations that reduce back-and-forth with Engineering.\n\nHelp reduce repeat issues through documentation, improved workflows, or clear product feedback.\n\nWho You Are\nCustomer Success or Support experience in the SaaS startup space\n\nExperience working in a customer support capacity.\n\nExcellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences\n\nStrong listening and problem solving skills\n\nAbility to work with multiple ongoing priorities and live projects\n\nAbility to work cross-functionally with distributed remote teams in a startup environment\n\nDriven and proactive approach with a strong willingness to learn\n\nWhat Sets You Apart\nExperience troubleshooting integrations\n\nExperience working for a Recruitment Technology company\n\nPrevious Recruiting experience would be a plus\n\nStrong presentation skills\n\nStrong technical acumen\n\nWhat’s In It For You\nAt SourceWhale, we champion a culture built on transparency, trust, and flexibility. Open communication is our norm, and everyone’s voice truly matters.\nWe offer a flexible work model, allowing you to choose between office and remote work, recognizing the uniqueness of each individual's preferences. Collaboration is key, whether in the physical office, a company meetup or virtually. We're committed to continuous improvement, actively seeking feedback and encouraging innovation.\nWe completely understand the importance of work-life balance and truly care about our employees offering the following benefits:\n25 days holiday (not including public holidays).\n\nMacbook + any extra tech or software necessary for your role.\n\nFlexible business with flexible working arrangements.\n\nPrivate medical, dental & vision insurance.\n\nIncome Protection Insurance.\n\nExtended mental health cover and Employee Assistance Programme (EAP).\n\nCompassionate leave policy.\n\nMonthly social events.\n\nFirst hand experience of an early stage startup - huge ability to make an impact!","description_format":"text","description_chars":4616,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Apple Macbook","Flexible schedule","Vision insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Agents","Recruiting Software & ATS"],"lifecycle":[{"event":"open","at":"2026-10-28T19:42:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":27,"reasons":["conf:2","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/sourcewhale-customer-support-specialist","json_url":"https://alion.io/job/sourcewhale-customer-support-specialist.json","meta":{"generated_at":"2026-10-31T08:48:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13209,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2055117},"rest":"https://alion.io/mcp/rest/get_company?id=2055117"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsourcewhale-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsourcewhale-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsourcewhale-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sourcewhale-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsourcewhale-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3416876}},{"tool":"search_jobs","arguments":{"company":"sourcewhale.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3416876},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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