City of Edinburgh, Scotland, United Kingdom · Remote OK
About Amiqus Our benefits About the role This role will be responsible for providing premium support service to our clients. You'll be the first port of call for our client base, owning their queries, troubleshooting the…
Skills: Client Support, Technical Troubleshooting, SLA Management, Zendesk, Intercom
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Serve as the primary point of contact for premium clients, managing queries and troubleshooting complex technical issues within SLA. Collaborate with Engineering and Product teams to resolve root causes and maintain support documentation.
Requires a demonstrated history in a client-facing or technical support role with experience using helpdesk tooling like Zendesk or HubSpot. Candidates must be methodical problem-solvers comfortable working in a fast-paced, ambiguous scale-up environment.
This role will be responsible for providing premium support service to our clients. You'll be the first port of call for our client base, owning their queries, troubleshooting their issues, and acting as a trusted expert on our products.
You'll work closely with Client Success, Engineering, and Operations to resolve complex problems and help clients get maximum value from our platform. This role requires curiosity, initiative, and a genuine enjoyment of problem-solving. No two days are the same.
Serve as the primary point of contact for premium clients, delivering timely, personalised support via our ticket system, email, and phone, always within SLA.
Investigate and reproduce client-reported issues methodically, identifying root cause before escalating to Engineering or third-party suppliers.
Own complex, multi-party issues through to resolution, keeping clients informed and updated throughout.
Maintain a deep understanding of our products, our clients, and their sectors so you can provide expert, bespoke guidance, not just generic answers.
Handle inbound and outbound client calls with confidence and professionalism, building rapport, managing expectations, and resolving issues in real time where possible.
We're looking for someone with experience in a client-facing role who is ready to work at pace and learn to grow and develop their career at Amiqus. You don't need to know everything on day one but you do need to be curious, methodical, and motivated by solving problems.
In addition, we’re looking for:
Demonstrated history in a support, technical support, or client facing role.
Comfortable with ambiguity and fast-moving environments, you adapt quickly and ask smart questions to learn.
Comfortable using helpdesk/ticket tooling such as Zendesk, Intercom, HubSpot Service Hub, or similar.
Strong communication and interpersonal skills, able to explain technical issues clearly to non-technical clients.
Methodical problem-solver: able to work through an unfamiliar issue step by step without a known answer.
Highly organised, able to manage multiple priorities simultaneously without dropping the ball.
Prior experience supporting a software or SaaS product (strongly preferred).
Comfortable using helpdesk/ticket tooling such as Zendesk, Intercom, HubSpot Service Hub, or similar.
Familiarity with SLA management and ticket prioritisation frameworks.
This is a fast-growing, scale-up environment, not a large scale corporation. Things move quickly. Whilst we have structure and excellent people - you’ll need to be able to deliver and implement things directly so we’re looking for someone who’s energised by making change, having specific impact and scaling themselves as we grow on our 10x plan.
Interview Process
We think it’s important to have an open and transparent process. The process might vary slightly but here’s what to expect:
An initial conversation with a member of the People team
Interview with our Senior Client Operations Manager and one other senior team member
Task based interview
References and background checks followed by role offer
Commitment to inclusion
We recognise that diverse teams outperform. Perspectives and people of all backgrounds are welcome at Amiqus.
We enable our people to do their best work and reward them based on performance. We acknowledge our moral and legal responsibilities to promote equal opportunities and pursue equality in all of our work.
If there’s anything we can do to make sure you have a positive interview experience, please let us know.
As you might expect, we care about privacy and have a privacy policy which explains how we handle your information and data.
We value our People
At Amiqus, we’re building something exciting and we want you to be part of it. Here’s what you can expect:
Trusted decisions, delivered faster with greater accuracy
Amiqus provide a staff and client onboarding compliance platform supporting organisations at scale across sectors make trusted decisions, delivered faster with greater accuracy. Our end-to-end integrated capability spans verification, risk based process orchestration and back office reporting, alerting and remediation for fin crime and Ops teams. We're trusted by governments, NHS, tier one banks, asset managers and hundreds of regulated businesses. To date, Amiqus has helped around four million people move job, move home and access regulated products. We're now enabling people to securely reuse their digital identity online.
Offices: 98.01, Commercial Quay, Amiqus Resolution Ltd, Clockwise, 84 Commercial St, Edinburgh, Edinburgh EH6 6LX, GB
Trusted decisions, delivered faster with greater accuracy
Amiqus provide a staff and client onboarding compliance platform supporting organisations at scale across sectors make trusted decisions, delivered faster with greater accuracy. Our end-to-end integrated capability spans verification, risk based process orchestration and back office reporting, alerting and remediation for fin crime and Ops teams. We're trusted by governments, NHS, tier one banks, asset managers and hundreds of regulated businesses. To date, Amiqus has helped around four million people move job, move home and access regulated products. We're now enabling people to securely reuse their digital identity online.
Offices: 98.01, Commercial Quay, Amiqus Resolution Ltd, Clockwise, 84 Commercial St, Edinburgh, Edinburgh EH6 6LX, GB
