Senior Customer Support Specialist - UK

Ovii's Interpretation of the Role

Juniper Square seeks a senior customer solutions specialist to provide technical support for its private‑markets SaaS platform. The remote‑first role partners with executives, product, engineering and customer success teams to resolve complex issues, guide onboarding and maintain high CSAT scores.

Role Snapshot

• Senior Customer Solutions Specialist
• Remote (UK‑based)
• Technical assistance & escalation handling
• Cross‑functional collaboration
• Onboarding guidance
• B2B relationship management

Must-Have Requirements

• Technical assistance via phone, email, Zoom, chat
• Expert‑level platform knowledge
• B2B relationship building
• Complex solution implementation
• High‑profile escalation management
• Written and verbal communication
• Strong troubleshooting and analytical ability
• Time management and organization
• Empathy and team‑first attitude
• Technical aptitude and willingness to learn
• customer support
• technical troubleshooting

Nice-to-Have Signals

• Bachelor’s degree in Finance, Accounting, Economics, MIS or related field
• Private‑equity / private‑markets domain familiarity
• Ability to travel to the US
• private‑equity industry knowledge

Work Setup

• Location: United Kingdom
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: United Kingdom
• Timezone: UK business hours (11:00 AM‑8:00 PM)
• Travel: Possible travel to the US
• Employment type: Full-Time
• Shift: UK business hours

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Notice period
• Security clearance
• Coding test

What You'll Likely Work On

• Deliver technical assistance via phone, email, Zoom and chat, owning timely resolutions.
• Develop expert‑level knowledge of the Juniper Square platform and private‑markets industry to guide customers.
• Build strong B2B relationships and act as a trusted advisor for private‑equity clients.
• Collaborate with Customer Success Managers, Product Managers and Engineers to design and implement complex solutions.
• Guide customers through onboarding, hold client meetings and capture feedback for product improvements.
• Independently manage high‑profile escalations, de‑escalate issues and maintain high CSAT scores.
• Contribute to team culture by sharing knowledge and supporting colleagues.
• Occasionally travel to the United States as needed.

Good Fit If You Have

• Passion for continuous learning and new technologies.
• Team‑first attitude with high empathy.
• Willingness to work UK business hours and occasional later meetings.