The Opportunity
Beyonk Group is a fast-growing startup in the SaaS industry, helping experience and attraction businesses grow with our ticketing software and marketing services. We operate globally, with our main client base across the UK and the US. Our customers are incredibly diverse, from farm parks and soft plays through to animal attractions and historic houses. It is an exciting time to join us as we grow, particularly if you are looking to build experience in the SaaS and tech industry.
This is not your typical support role, and it is nothing like a call centre. Many of the queries that come through our support inbox come with their own context and set of challenges. It is rarely a case of relying on a template to answer a question. Instead, you will need to think critically, ask the right questions, investigate problems, and resolve issues on a case-by-case basis.
The nature of the business means that not everything is fully defined. Processes are still being shaped, improved, and in some cases built from scratch, which creates a real opportunity to identify inefficiencies and suggest better ways of working. There is a lot of scope to take ownership of how the role develops, improve processes, and use tools such as AI to help make things more efficient. We are always open to ideas on how we can do things better, save time, and support each other more effectively.
The progression speaks for itself. Both of our last two hires in this role were promoted after just over a year, one into account management and one into operations. We are looking for someone who wants to learn the platform, do the role well, and really use this opportunity as the beginning of their career in the SaaS industry.
Key responsibilities
Customer support and problem solving
- Respond to customer queries via call and email
- Diagnose and resolve customer issues efficiently
- Clearly communicate solutions and next steps to customers
- Take ownership of problems and ensure they are fully resolved
Commercial awareness
- Develop an understanding of how clients use our platform to operate their business
- Recognise when issues may have a direct impact on a customer’s revenue or operations
- Prioritise support queries based on urgency and business impact
Judgement and ownership
- Apply judgement when handling customer issues rather than relying solely on scripts or processes
- Navigate ambiguity and investigate issues where the solution is not immediately obvious
Operational improvement
- Identify recurring customer issues and contribute to improvements in support processes
- Document solutions and contribute to internal knowledge resources
- Play a role in strengthening internal resources, including our AI chatbot, Arnie
Skills and attributes we are looking for
- Clear, professional written and verbal communication
- Genuine interest in helping customers succeed and solving their problems
- Logical and structured thinking when approaching problems
- Understanding that many of our customers rely on our platform to generate revenue and run their operations
- Accountability and ownership when resolving issues
- Comfortable working in a fast-paced environment
Education
- Minimum 2:1 undergraduate degree or equivalent
What success looks like
Within the first 6 to 12 months, the successful candidate will:
- Handle customer support queries confidently and independently, while using good judgement to escalate issues to the appropriate teams when needed
- Demonstrate strong judgement when prioritising and resolving queries efficiently
- Communicate clearly and professionally, both internally and with customers
- Identify opportunities to improve internal processes
Why Beyonk?
Beyonk is an incredibly fast-growing company in a space that genuinely matters, helping experience providers grow and connecting people with things to do in the real world. What really sets us apart is the team. There is a shared level of drive, ownership, and pride in what we are building that you will feel from day one.
This is a place where people care about doing things well, take responsibility for their work, and are motivated to contribute to something bigger than just their role. If you are curious, proactive, and want to get stuck in, you will fit right in.
- Real responsibility from the start
You will work on real customer problems that directly affect our clients’ businesses and operations - Exposure across the business
You will work closely with product, engineering, and commercial teams, giving you a clear view of how a SaaS company operates - Opportunities to learn and progress
As you build your knowledge of the platform and our customers, there will be opportunities to grow and take on more responsibility - A team that takes ownership
We are a small, driven team that cares about doing things properly. People here are thoughtful, collaborative, and take responsibility for their work - A culture of contribution
If you see a better way of doing something, we want to hear it. You will not just follow processes, you will help improve them
We are looking for someone who is motivated, engaged, and takes pride in the work they do.
Salary: £30,000
Location: Waterloo, London (2 days in the office)
Beyonk Group is an equal opportunity employer. We welcome every background and perspective, knowing that our differences make us stronger, more creative and better at what we do.
Beyonk unfortunately is unable to provide sponsorship at this time. As a result, all applicants must already have the right to work in the UK in order to be considered for this role.