Customer Support Specialist, Pinpoint
£40k
+ Equity
Applicant tracking system
Posted today
Applicant tracking system
21-100 employees
Posted today
£40k
+ Equity
21-100 employees
Company mission
To help recruiting teams attract the right candidates, select the best, and wow their new hires from the moment they say "yes".
Role
Who you are
- 1+ years of experience in software support
- Basic familiarity with web and app development concepts—no coding required, but understanding CSS, JavaScript, APIs, and HTML is beneficial
- Strong problem-solving skills with a proactive approach to customer challenges, feedback, and guidance
- Ability to assess customer needs effectively—some users are highly technical, others are not, and knowing when to dig deeper is key
- Patience and adaptability—handling customer queries across different tones, urgency levels, and language proficiencies
- Excellent written and verbal communication—explaining complex topics clearly and concisely, avoiding unnecessary jargon
- Tech-savvy and quick to learn new tools—familiarity with platforms like Intercom, Notion, HubSpot, Guru, and Linear is a plus
- Highly organized, capable of tracking long-running cases, providing timely updates, and proactively following up with customers
- Based in the UK with work authorization
What the job involves
- We’re looking for a Customer Support Specialist to support our customers, ensuring they get fast, friendly, and effective help when they need it
- This person will work Monday–Friday, 9 AM–530 PM (with a one-hour lunch)
- Our customers use Pinpoint in different ways—some need structured, ongoing support, while others require quick-fire troubleshooting. You should be curious, proactive, and excited to tackle new problems every day
- Our platform is cloud-based, meaning most queries involve helping users navigate features, submit feature requests, or offer best practices on recruitment. We never close a ticket until we’ve truly helped
- We also handle technical queries—you’ll attempt to replicate issues before escalating them to the dev team. It’s okay not to know everything, but you should be eager to learn
- This role blends technical troubleshooting with customer interaction—you’ll juggle investigating API issues, reporting bugs, handling data problems, and responding to customers via Intercom
- Our values shape how we work. We’re looking for people who embody these values in everything they do
- Be the first point of contact for customer inquiries via live chat and email (100+ per week)
- Troubleshoot product questions, feature requests, and general platform navigation
- Investigate and attempt to replicate technical issues, escalating to developers when necessary
- Own complex support cases, ensuring customers are kept informed until their issue is fully resolved
- Provide best practice guidance to customers on using Pinpoint
- Maintain and contribute to our internal knowledge base, making it easier for customers to find answers themselves
- Identify opportunities for improving our platform and proactively pass feedback to the Product team
- Work closely with Customer Success, Engineering, and Product teams to ensure a seamless customer experience
Our take
Pinpoint builds talent acquisition software, setting out to fix broken hiring processes that make it hard for the right fit of candidates and companies to find each other.
It does this through being an applicant tracking system that is particularly fast and easy to use, while being flexible enough to manage complex workflows as companies grow.
As a subsidiary of The Infuse Group, Pinpoint has grown impressively. It operates in over 50 countries and has a number of high profile clients including Grant Thornton, the JT Group, and One Valley. Further growth for the company is set to depend largely on increasing the size of its team to expand its global footprint.
Freddie
Company Specialist at Welcome to the Jungle
Insights
93% employee growth in 12 months
Company
Employee endorsements
Career progression
"Loved seeing employees take lead roles, management roles or jump into other departments on what aspirations they may have for their future career..."
Funding (1 round)
Mar 2023
$23.8m
EARLY VC
Total funding: $23.8m
Company benefits
- Gold-plated healthcare: Enjoy the best medical, dental, and optical coverage money can buy. We've got you and your family covered for all eventualities
- Unlimited holidays: Everyone needs a healthy, happy, and productive life without restrictive holiday limits
- Mental health support: Unlimited access to therapists and mental health resources
- Flexible, remote working: We want you to work when and where you're most productive, whether you’re an early bird or a night owl
- Meaningful equity: You’ll contribute to the team's success and deserve to share in it. To that end, everyone on our team gets a meaningful equity allocation
- Generous paid parental leave: To help support new parents in the workplace, we offer up to 16 weeks of paid leave
- Professional development: Annual funds are made available to support both your personal and professional development
- Retirement Plan: We match 100% up to 3% and 50% for the next 2%
Company values
- We’re for the curious, the creators, the challengers, and the problem solvers.
Company HQ
Jersey, United Kingdom
Articles
Leadership
Tom Hacquoil
(CEO)Former Managing Director at The Infuse Group, which owns Pinpoint. Founder of The Coding Programme at Digital Jersey.
Diversity, Equity & Inclusion at Pinpoint
Mike Bradshaw (Head of Talent)
- We believe that diversity of backgrounds, perspectives, and experiences enriches our culture, drives innovation, enables us to better serve our customers, and is essential to our success as a company
- To that end, we are committed to (1) hiring a diverse and representative workforce at all levels of the organization, (2) fostering an inclusive workplace where all dimensions of diversity (both readily visible and not) are fully embraced, and (3) ensuring every employee feels valued, respected, heard, and therefore can reach their full potential
- We believe that normal daily interactions are the most telling sign of whether or not we are creating an inclusive culture (and not just policies or empty statements)
- We understand that a climate for inclusion is about shared expectations about what our policies express, what is rewarded, valued, and expected day to day
- We benchmark key aspects of our organization’s culture to better understand the employee experience and enact change where needed
- We provide team members with a safe space to voice their concerns (surveys, open door policy, structured recurring 1:1s)
- We do not tolerate discrimination or harassment of any kind
Share this job
View 2 more jobs at Pinpoint