Type: Full time
Salary: Location-dependent (UK: £30,000–£35,000 GBP / Canada: CAD $48,000–$57,000) + share options
Location: UK or Canada (Atlantic Time Zone only)
Meet The Guru
Resource Guru is a blissfully simple scheduling tool that helps busy teams stay on track.
We boost efficiency, improve resource utilisation, and increase project profitability - while promoting a healthy work/life balance.
We’re proud to be one of the leaders in our category, trusted by customers in over 100 countries - including top creative agencies like Publicis, TBWA, Grey, BBH, and M&C Saatchi, as well as household names like NASA, Accenture, CNN, Kraft Heinz, and the NHS. They rely on Resource Guru to manage one of their most valuable assets - their people’s time.
We’re a small, fully remote team based across the UK and Europe. We collaborate mainly via Slack, with occasional meetups to connect, plan, and celebrate. See if this is the right place for you.
⭐️ The role
We’re looking for a Customer Support Specialist to join our team.
As more teams use Resource Guru and as we continue to support larger, more complex customers we want to make sure every customer receives fast, clear, thoughtful and genuinely helpful support.
This role is primarily about helping customers by email, understanding their questions, troubleshooting issues, and making sure they get the best possible experience from Resource Guru.
You’ll work closely with Dana, our Senior Customer Support Specialist, and collaborate with our product and engineering teams when customer questions, bugs or feature requests need to be investigated further. We see Customer Support as a core part of building a great product, so you’ll work closely with the rest of the team to help improve Resource Guru, not just answer support tickets.
This is a great role for someone with some experience in SaaS or online customer support who wants to keep developing their technical, communication and customer-facing skills in a friendly, remote-first team.
What You’ll Be Doing
Learning Resource Guru inside out
Responding to customer questions
Help customers with day-to-day support questions, including product usage, account setup, billing enquiries, troubleshooting and general "how do I…?" queries.
Most support is handled by email, though you may occasionally join a phone or video call when that would help resolve something more quickly.
Troubleshooting problems
Working with the wider team
Work closely with Dana and the wider Resource Guru team to understand customer questions, resolve issues, and make sure useful feedback is shared with Product and Engineering.
Help create clear internal reports when customers report bugs or technical issues, and tag/categorise feature feedback so the team understands what customers need.
Improving our help content
Using our support tools
Helping customers feel looked after
What We’re Looking ForEssential experience
1-3 years’ experience in online customer support, ideally for a B2B SaaS or similar software company
Excellent written and spoken English and the ability to explain things clearly, simply and warmly
A calm, patient and empathetic approach to helping customers
Good attention to detail, especially when dealing with billing, account or technical questions
A practical approach to troubleshooting and problem-solving
Confidence learning new software tools and understanding how web-based products work
Some familiarity with basic technical concepts such as browsers, cache, cookies, internet connection issues and permissions
The ability to work independently in a remote team and manage your time well
A collaborative and conscientious attitude and willingness to share useful customer feedback with product, engineering and the wider team
Comfort with asynchronous communication and keeping written conversations clear, concise and on track
You don’t need to be a developer, but you should be curious about technology and comfortable investigating how things work.
Bonus (not required)
It would be a bonus if you have experience with any of the following:
Supporting a SaaS product
Helping customers with billing, subscriptions or invoices
Writing Help Centre articles or customer-facing guides
Using support tools such as Front, Intercom, Zendesk, HubSpot or similar
Working in a fully remote team
Recording short customer help videos or walkthroughs
Supporting customers across multiple time zones, especially APAC-friendly hours
Comfortable using AI tools to improve the quality and efficiency of your work
Working Hours
This is a remote role, for people based in either the UK or Canada (Atlantic Time Zone only). You’ll also need regular overlap with the UK team for training, collaboration and handovers.
The exact working pattern will depend on your location and the coverage we agree, but you should be clear in your application about where you’re based and what working hours you would expect to keep.
✅ Our Hiring Process
Meet with Imogen (Talent/People Ops): 25-30m video call. Imogen will tell you a bit more about what it’s like to be on Team Guru. Please come prepared with any questions about our ways of working or team structure.
Meet with Dana (Customer Support): 60m video call. Dana will talk with you about your previous support experience, your communication style, your technical troubleshooting skills, and any experience you have with billing or invoice-related enquiries.
Meet with Percy (cofounder): 30m video call. This will follow a typical interview format with an opportunity for you to ask questions and learn more about the role.
Reference checks
Offer! ✨
⭐️ What We’re Offering
A great salary
Stock options
Work from anywhere you like - co-working space will be provided if necessary
30 days paid holiday + Dec 24 - Jan 1 company holiday
Birthday off + house move day off
Flexible hours
Annual training and conference allowance - £3,000
A home office equipment contribution upon joining (then every 3 years) - £1,000
Budget to visit local or international colleagues
Monthly health & wellbeing contribution - to be used as you see fit - £100
Pension contribution
International travel - We host Guru Gatherings where we all get a chance to see each other in HD Past locations have included Budapest, Dublin, London, Barcelona and Cape Town. Read more about our most recent trip here
Resource Guru is a scheduling and resource management software that helps teams optimize their time and project profitability while maintaining work-life balance. The platform is trusted by over 100 countries and serves major clients including creative agencies like Publicis, TBWA, and Grey, as well as household names such as NASA, Accenture, CNN, Kraft Heinz, and the NHS. Resource Guru enables organizations to manage one of their most valuable assets—their people's time—through efficient resource utilization and scheduling capabilities. The company positions itself as a leader in the resource scheduling category, known for its user-friendly interface and effectiveness across diverse industries.
