Customer Support Specialist

Location: London, WaterlooTeam: SupportWorking arrangement: Hybrid (4+ Days in Office)About HapplWe’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.Happl is backed by leading investors such as YCombinator, 6Degrees Capital, and more, known for backing leading companies such as Deel, Rippling, Airbnb, Coinbase, Dropbox, and most recently was awarded a place in the UK’s top 100 startups for 2026.Your missionAs 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 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.The roleThis 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 messagingActing as a product expert and helping users confidently navigate HapplTroubleshooting and resolving platform, benefits, and account-related queriesIdentifying patterns, bugs, and friction, and feeding insights back to Product and EngineeringImproving internal documentation, workflows, and support automationSupporting the rollout and adoption of new features and benefitsEnsuring a consistently high-quality and human customer experienceYou’ll play a key role in building a modern, scalable, AI-enabled support function as Happl grows globally.What you’ll be doingResponding to employee and admin support queries quickly and accurately across chat, email, and other channelsTaking full ownership of customer issues from first contact through to resolutionTroubleshooting platform, benefits, allowance, and account-related questionsGuiding users clearly on how to use Happl and access their benefitsInvestigating and escalating technical issues to Engineering when neededCollaborating closely with Customer Success to support client rollouts and ongoing usageCreating and maintaining internal and external knowledge base contentIdentifying recurring issues and working with Product to improve the experienceHelping design scalable support processes, workflows, and automations using Intercom and other support toolsUsing AI-enabled tools to improve response quality, speed, and efficiencyContributing to a best-in-class support experience that scales with Happl’s growthWhat we’re looking for3 or more years experience in a Customer Support, Customer Experience, or similar role in a SaaS or technology companyStrong written communication skills with the ability to explain things clearly and simplyHigh attention to detail and strong problem-solving abilityComfortable troubleshooting technical and product-related issuesStrong sense of ownership and accountability for customer outcomesEmpathy for customers and a genuine desire to help peopleComfortable working in a fast-moving, high-growth startup environmentHighly organised and able to manage multiple conversations and prio ... (truncated, view full listing at source)