Customer Support Associate

About Indeemo

Indeemo is a technology company focused on research, dedicated to helping organizations understand people at critical moments. Their SaaS platform combines mobile tech, video, and AI to enable market researchers, UX teams, and healthcare providers to conduct qualitative research remotely, capturing genuine behavior in real-time. Trusted by over 500 organizations across more than 60 countries, Indeemo is expanding quickly and searching for an outstanding individual to join their Frontline Support team.

The Role

This primarily email-based, hands-on support position involves acting as the initial contact for users and customers. Responsibilities include helping customers maximize the Indeemo platform, troubleshooting issues, occasionally setting up research projects, and providing direct assistance via calls or screen shares when necessary. The role requires delivering prompt, precise, and considerate support to researchers and insight professionals working under real deadlines.

Key Qualities

• Dedication: You care deeply about quality and service, paying attention to details and going above and beyond out of personal commitment.
• Proactivity: You take ownership of customer issues, communicating clearly and resolving problems without needing direction.
• Curiosity: You investigate the root causes of support tickets and continuously seek better ways to improve processes.
• Empathy: You're genuine and approachable, earning trust from colleagues and customers alike.

Core Responsibilities

• Provide first responses to support tickets and resolve issues rather than just documenting them.
• Manage and resolve inquiries through the help desk platform.
• Offer live assistance by participating in screen sharing sessions to troubleshoot or train clients.
• Collaborate closely with the support team by sharing knowledge and contributing to solutions for prompt ticket resolution.
• Configure client research projects on the platform and ensure smooth project starts by coordinating with customers and sales teams.
• Serve as a vital communication link between customers and the product development team, identifying trends and problems to improve the product.

Requirements

• Minimum of two years' experience in a customer support role, preferably within software products.
• Experience working in startup or small to medium-sized business environments is advantageous.
• Strong proficiency in written and spoken English as you will represent Indeemo in communications.
• Comfortable using software with strong troubleshooting capabilities and quick adaptability to new tools.
• High attention to detail and capability to juggle multiple tasks effectively.
• Familiarity with helpdesk and CRM software platforms.
• Willingness to work at least one late shift weekly (2pm–10pm) and cover at least one weekend day per month.

Why Join Indeemo?

• Immediate direct customer engagement where you own cases from day one, handling real projects with live deadlines and creating exceptional service experiences.
• Opportunity to develop practical SaaS career skills through real customer interactions and cross-team collaboration.
• Potential for growth beyond support tickets into project responsibilities and exposure to customer success and operations.

Success Indicators at 12 Months

• Resolving tickets thoroughly, addressing core problems rather than surface issues.
• Consistently investigating issues deeply, identifying patterns before they escalate.
• Developing thorough expertise of the Indeemo platform, confidently assisting customers at first contact.

Work Arrangement

Indeemo employs a hybrid working model. During your initial three months, you will work on-site at the Blackpool office Monday through Thursday and remotely on Fridays. Afterwards, the schedule adjusts to three on-site days and two remote days weekly. This setup balances flexibility with collaboration and preserving company culture.

Company Culture

Indeemo prioritizes action, collaboration, and continuous improvement, while fostering a caring environment. They value the meaningful impact of their work on research beneficiaries and maintain a strong commitment to data privacy.

Additional Benefits

• Competitive salary
• Health insurance
• Gym membership
• Access to company share options scheme

If You Are Interested

If this role matches your skills and passions, the team at Indeemo encourages you to apply for this opportunity.