Support Specialist

Are you passionate about helping customers succeed and delivering outstanding service?

Transport Exchange Group (TEG) is looking for a Customer Support & Onboarding Specialist to join our growing team. This is an exciting opportunity to work closely with customers, helping them get the most from our products while providing excellent support throughout their journey with TEG.

About Us:

Transport Exchange Group (TEG) established over 25 years ago, is a rapidly growing B2B software (SaaS) company dedicated to providing cutting-edge solutions for the logistics and transportation industry. With ongoing investment in new products, we offer the excitement and innovation of a start-up coupled with the stability and benefits of an established business. We have presence in the UK, India and Ukraine.

As part of our continued growth, we're looking for customer-focused individuals who enjoy solving problems, building relationships and making a positive difference every day.

The Role

As a Customer Support & Onboarding Specialist, you will play an important role in helping customers successfully adopt and use our platforms. You will support new customers through the onboarding process and provide ongoing assistance to existing customers, ensuring they receive a professional and positive experience.

Key Responsibilities

Customer Support

• Provide friendly, professional and timely support to customers via phone, email and ticketing systems.
• Investigate and resolve customer queries and issues efficiently.
• Escalate complex issues to the appropriate teams when required.
• Maintain accurate records of customer interactions and resolutions.
• Meet agreed service levels and customer satisfaction targets.
• Identify recurring issues and suggest improvements to processes and systems.

Customer Onboarding

• Guide new customers through the onboarding process.
• Deliver onboarding calls, training sessions and product demonstrations.
• Help customers understand how to maximise the value of TEG's products and services.
• Monitor customer progress and proactively address any challenges.
• Support customers through account setup, system configuration and early adoption activities.

Customer Experience

• Build strong relationships with customers and act as a trusted point of contact.
• Gather customer feedback and share insights with internal teams.
• Encourage customer engagement and adoption of new features and services.
• Contribute to initiatives that improve customer satisfaction and retention.

Teamwork & Continuous Improvement

• Work closely with colleagues across Support, Operations, Product, Sales and Technology teams.
• Contribute ideas to improve customer journeys, processes and internal documentation.
• Stay up to date with TEG products, services and industry developments.
• Support wider business projects and initiatives where required.

Skills & Experience Required

• Previous experience in a Customer Support, Customer Service, Customer Success or Onboarding role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and organisational abilities.
• Ability to manage multiple tasks and priorities effectively.
• A customer-first mindset with a genuine desire to help others.
• Comfortable using technology and learning new systems.
• Experience using CRM or ticketing systems such as Zendesk would be beneficial.
• Positive attitude, resilience and willingness to learn.
• Experience within SaaS, technology, logistics or transport industries would be advantageous but is not essential.

What we can offer you:

• 25 days paid annual leave plus bank holidays

• Christmas Shutdown

• Pension scheme

• Regular Company Events

• Critical Illness Cover

• Private Medical Insurance

• Life Assurance

• Employee Assistance Program

• Continuous Professional Development

Salary - £27,000.

Don't meet all the requirements?

TEG values diverse perspectives and are committed to building an inclusive workplace. We are committed to a diverse and inclusive workforce. We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We do not accept unsolicited applications from recruiters or agencies.

If you require any reasonable adjustments to enable you to complete your application or would like us to apply reasonable adjustments when reviewing your application, please contact our HR team as soon as possible to discuss your needs.

Ready to make a difference to customers every day? Apply now and help shape the future of service at TEG.