Customer Support Specialist, Happl

Salary not provided

+ Meaningful equity

Intercom

Mid and Senior level

London

4+ days a week in office (Waterloo, London)

AI-powered global employee benefits platform

Be an early applicant

AI-powered global employee benefits platform

1-20 employees

B2BHRSaaS

Be an early applicant

Salary not provided

+ Meaningful equity

Intercom

Mid and Senior level

London

4+ days a week in office (Waterloo, London)

1-20 employees

B2BHRSaaS

Company mission

We’re building the next generation of employee benefits infrastructure. We help global teams design, manage, and scale benefits that actually work for their people by using AI, across flex allowances, benefits, insurance, recognition, and wellbeing, all in one intelligent platform. We partner with fast-growing and enterprise organisations to replace fragmented benefits stacks with a single, flexible system that works globally, adapts locally, and puts employees first.

Job

Company

Role

Who you are

This role is for someone who combines strong customer empathy with technical curiosity, thrives in fast-moving environments, and wants to help redefine what modern, technology-led support looks like
3 or more years experience in a Customer Support, Customer Experience, or similar role in a SaaS or technology company
Strong written communication skills with the ability to explain things clearly and simply
High attention to detail and strong problem-solving ability
Comfortable troubleshooting technical and product-related issues
Strong sense of ownership and accountability for customer outcomes
Empathy for customers and a genuine desire to help people
Comfortable working in a fast-moving, high-growth startup environment
Highly organised and able to manage multiple conversations and priorities
Interest in technology, product, and AI-enabled tools
Motivated to improve systems, not just respond to issues
If you don’t meet every requirement but feel this role fits your trajectory, we’d still love to hear from you

What the job involves

As a Customer Support Specialist at Happl, your mission is to deliver exceptional, fast, and intelligent support to employees and stakeholders
You’ll be the frontline of the customer experience, helping users understand, access, and get the most from their benefits, while identifying opportunities to improve the product, automate CS workflows, and scale support through technology and AI tools
You’ll act as our in-house Happl expert, resolving issues with clarity and ownership, guiding users with confidence, and ensuring every interaction strengthens trust in our platform
This role sits within our Customer Success team and works closely with Product, Engineering, and external benefit partners and providers
You’ll help shape our support function by focusing on:
Delivering fast, high-quality support across multiple channels including chat, email, and in-platform messaging
Acting as a product expert and helping users confidently navigate Happl
Troubleshooting and resolving platform, benefits, and account-related queries
Identifying patterns, bugs, and friction, and feeding insights back to Product and Engineering
Improving internal documentation, workflows, and support automation
Supporting the rollout and adoption of new features and benefits
Ensuring a consistently high-quality and human customer experience
You’ll play a key role in building a modern, scalable, AI-enabled support function as Happl grows globally
Responding to employee and admin support queries quickly and accurately across chat, email, and other channels
Taking full ownership of customer issues from first contact through to resolution
Troubleshooting platform, benefits, allowance, and account-related questions
Guiding users clearly on how to use Happl and access their benefits
Investigating and escalating technical issues to Engineering when needed
Collaborating closely with Customer Success to support client rollouts and ongoing usage
Creating and maintaining internal and external knowledge base content
Identifying recurring issues and working with Product to improve the experience
Helping design scalable support processes, workflows, and automations using Intercom and other support tools
Using AI-enabled tools to improve response quality, speed, and efficiency
Contributing to a best-in-class support experience that scales with Happl’s growth

Salary benchmarks

Our take

Happl (previously Tahora) is building an employee wellbeing platform reimagining the social experience at work through peer-to-peer communities, improving employee interaction and tackling mental health challenges in the workplace.

Happl's platform enables companies to preventatively support their employees' wellbeing and reduce the reliance on medical treatment, by providing wellbeing resources, creating support networks and organising local and virtual social events.

With remote working increasing in many industries, having a place for employees to connect and share is crucial to maintain engagement and wellbeing. The company's preventative approach and emphasis on a unified experience differentiates them from other businesses in the mental health sphere.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

Glassdoor (5)

Company

Funding (last 2 of 4 rounds)

Mar 2024

$3m

EARLY VC

Sep 2022

$0.2m

SEED

Total funding: $6.3m

Company benefits

Personal Wellbeing Flex Card
Learning & development Flex Card
Share Options. Own what you build!
Choose your own tech and setup
28 days holiday (inc bank holidays)
WFH Opportunities

Company values

Have a heart for our mission
Collaborate in everything we do
Learn and be curious
Be obsessed about the experience

Company HQ

Waterloo, London, UK

Leadership

Ben Towers MBE

(Founder & CEO)

Previous exited founder with a £1m+ exit. Subsequent experience as an advisor to leading corporates, governments and the Royal Family.

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