Customer Support Specialist

About XYZ Reality

XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose built for the construction industry. Not only have we created this holographic technology, that sits within The Atom – a smart, site-safe headset/hardhat - but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with the delivery timescales and budgets.

XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects.

Role Overview

We are looking for a Customer Support Specialist who combines deep technical knowledge of Freshdesk with exceptional stakeholder management skills and an AI-first approach to problem-solving. In this role, you will be the primary point of contact for customer queries, owning the end-to-end support experience and leveraging AI tools such as Claude to accelerate resolution, build intelligent support pipelines, and continuously improve service quality. The ideal candidate is proactive, highly organised, and excited about using AI to transform how support teams operate.

Key Responsibilities:

• Manage and resolve customer support tickets via Freshdesk, ensuring SLA targets are consistently met or exceeded.

• Configure, maintain, and optimise Freshdesk workflows, automations, knowledge base, and reporting dashboards, integrating AI-powered pipelines to triage, categorise, and route tickets more efficiently.

• Design and maintain AI-assisted support pipelines using tools such as Claude to automate first-response drafting, ticket summarisation, and resolution recommendations.

• Act as a key liaison between customers and internal teams (Engineering, Product, Sales) to escalate and resolve complex issues.

• Build and maintain strong relationships with key stakeholders across the business, providing regular reports on support performance, CSAT/NPS, and customer sentiment to senior leadership.

• Conduct root cause analysis on recurring issues and collaborate with Product and Engineering to drive permanent fixes.

• Champion the voice of the customer internally, identifying opportunities to improve the experience through process enhancements, tool optimisation, and the application of AI.

Requirements:

• Experience in a customer support or customer success role.

• Strong hands-on experience with Freshdesk (ticket management, automations, reporting, and admin configuration).

• Proven stakeholder management skills — comfortable communicating with both technical and non-technical audiences at all levels of seniority.

• Excellent written and verbal communication skills with a professional, empathetic tone.

• Analytical mindset with the ability to interpret support data and translate findings into actionable recommendations.

• Strong organisational skills and the ability to manage competing priorities under pressure.

• Experience working cross-functionally with Engineering, Product, and Sales teams.

• A customer-first mentality with a genuine desire to solve problems and improve experiences.

• Demonstrated experience working effectively across multiple time zones, ensuring seamless support coverage and communication with distributed teams and customers.

• Hands-on experience using AI tools (e.g., Claude, ChatGPT) and building AI-driven pipelines or automation workflows to solve support problems and improve operational efficiency.

Nice to Have:

• Experience with other helpdesk or CRM tools (e.g., Zendesk, Intercom, HubSpot, Salesforce).

• Experience in a SaaS or technology company environment.

• Knowledge of basic scripting or API integrations for helpdesk automation.

• Freshdesk certification or advanced admin training.

• Experience building autonomous AI agent workflows (e.g., multi-step ticket resolution bots, auto-escalation agents) within Freshdesk or similar platforms.

What We Offer

• 🏝️ 25 days annual leave + public holidays

• 🩺 Private healthcare with Vitality

• 🎄 Christmas shutdown days on top of leave allowance (2-4 per year usually)

• 🚇 Office located within a 5-minute walk from Angel station

• 🏠 Hybrid working

• 🪙 Biannual salary reviews

• 🥳 Summer & Christmas staff parties

• 🍣 Free lunch bought in and after-work gathering/drinks every other Thursday in the office

• 💰 Employee referral scheme

• 🚀 Make a real-world impact of revolutionising the construction industry

If you'd like to see the products and technology we have created so far on our journey you can view it in action through our YouTube and Website