If you have customer service experience and are comfortable working with software and AI tools, Flexigrant is hiring a Remote Customer Support Representative in the United Kingdom.
The full-time position is part of the company’s Customer Success team. It involves helping customers resolve issues, managing support tickets, creating knowledge-base content, and using AI-assisted tools to improve the customer support experience.
The role could be particularly interesting for customer service professionals who want to build experience in the growing SaaS and AI-supported customer service space.
Job Overview
Company: Flexigrant / Valsoft Corporation
Job Title: Customer Support Representative
Location: Remote – United Kingdom
Job Type: Full-time
Work Arrangement: Remote
Posted: 1 day ago
Department: Customer Success
The successful candidate will serve as a first point of contact for customers using Flexigrant, a grant management software platform.
About Flexigrant
Flexigrant provides grant management software used by organizations to manage grant-related processes.
The company says it has more than 100 Flexigrant clients, including organizations such as Cancer Research UK, the British Heart Foundation, the Royal Society, the Royal Academy of Engineering, the Academy of Medical Sciences and the British Academy.
Flexigrant operates under Valsoft Corporation.
Valsoft was founded in 2015 in Montreal, Canada, and focuses on acquiring and growing vertical-market software businesses that provide mission-critical solutions.
According to the job listing, Valsoft has acquired more than 100 businesses and has more than 3,000 employees across more than 20 countries.
What Does the Customer Support Representative Do?
The main responsibility is to provide fast, accurate, and empathetic support to customers using Flexigrant.
You’ll handle first-line support while also helping the company improve its support processes and use AI and automation more effectively.
Front-Line Customer Support
Your responsibilities will include:
- Managing Tier 1 customer support tickets through Freshdesk.
- Triaging, resolving, and escalating customer issues.
- Responding to customers by email, phone, and video calls.
- Adjusting your communication style depending on the customer’s technical confidence.
- Meeting response and resolution service-level targets.
- Keeping customers updated throughout the support process.
- Using AI-powered tools to assist with ticket triage and response drafting.
- Finding relevant solutions more efficiently using available support tools.
Knowledge Base and Continuous Improvement
The position also involves helping improve the company’s support resources.
You may be responsible for:
- Creating and updating solution articles.
- Maintaining knowledge-base content.
- Supporting product webinars and online learning sessions.
- Identifying recurring customer issues.
- Finding gaps in existing support documentation.
- Creating content and process improvements that reduce repeat support requests.
- Helping introduce new AI and automation tools into the support function.
Reporting and Customer Insights
You’ll also help track and understand customer-support performance.
This includes:
- Reporting on tickets received.
- Tracking response and resolution times.
- Monitoring customer satisfaction metrics.
- Gathering customer feedback.
- Sharing customer insights with Customer Success, Product, and Development teams.
- Identifying trends in customer questions and problems.
- Supporting customer satisfaction and NPS programs.
- Analyzing customer feedback and helping turn it into service improvements.
The role also requires following GDPR, confidentiality, and security requirements when handling customer information.
Collaboration With Other Teams
The Customer Support Representative will work closely with several departments, including:
- Customer Success
- Implementation
- Product
- Development
- Other customer support teams
Complex or high-impact problems will need to be escalated to the appropriate internal team while ensuring customers continue to receive clear communication.
What Skills Are Required?
Flexigrant is looking for someone with experience in a customer support or customer service position.
Experience supporting a SaaS or cloud-based product would be particularly useful.
Other important skills and qualities include:
- Strong problem-solving ability.
- Excellent attention to detail.
- Ability to work independently.
- Strong written and verbal communication.
- Comfort communicating through email, phone, and video calls.
- Ability to explain technical concepts in simple language.
- Willingness to learn new systems and tools.
- Familiarity with AI-assisted support tools.
- Ability to use good judgment when working with AI.
- An interest in automation and improving repetitive processes.
- Ability to work effectively as part of a team.
- Commitment to continuous learning and professional development.
AI Skills Are Part of the Job
One of the more interesting aspects of this position is its focus on AI-assisted customer support.
The company expects the successful candidate to use AI tools as part of their daily workflow.
This could include using AI to help with:
- Ticket triage
- Drafting customer responses
- Finding relevant solutions
- Automating repetitive support processes
- Improving support workflows
However, the company also emphasizes the importance of human judgment. AI is intended to improve efficiency without compromising the quality or empathy of customer interactions.
For someone looking to develop practical experience using AI in a professional environment, this could be a useful opportunity.
What Success Looks Like
According to Flexigrant, success in the position means customers receive fast, accurate, and friendly support.
The company also wants the successful candidate to help improve:
- Support response and resolution times.
- Customer satisfaction scores.
- NPS performance.
- Knowledge-base quality.
- AI-assisted support processes.
- Internal product knowledge.
- Relationships with customers.
Over time, the company expects the successful candidate to become a trusted product expert for both customers and internal teams.
Is This a Beginner-Friendly Job?
This position is not specifically advertised as an entry-level role.
Flexigrant says it is looking for someone who is experienced in a customer support or service role, ideally with experience supporting SaaS or cloud-based products.
That means someone completely new to customer service may not be the strongest candidate.
However, you don’t necessarily need to be a software engineer or highly technical professional. The company specifically wants someone who can explain technical concepts in plain language and is willing to learn new systems.
If you already have customer service experience and are comfortable learning software and AI tools, the position could be worth considering.
Important Things to Know Before Applying
1. The role is remote, but the listing specifies the UK
The job is listed as Remote – United Kingdom.
Do not assume that “remote” means you can apply from anywhere in the world. The listing provided does not advertise this position as worldwide.
If you’re outside the UK, check your eligibility before applying.
2. Customer service experience is expected
This isn’t presented as a completely entry-level position. Flexigrant specifically mentions experience in customer support or customer service.
3. SaaS experience is an advantage
Experience supporting software or cloud-based products would be helpful, although the listing describes this as an ideal background rather than an absolute requirement.
4. You will communicate with customers directly
This position involves communication through email, phone and video calls, so strong communication skills are important.
5. AI and automation are part of the role
Applicants should be comfortable using AI tools and interested in finding ways to automate repetitive work.
6. No salary is provided in the listing
The job advertisement does not provide a salary or hourly pay range.
Do not rely on third-party websites that claim a specific salary unless the figure can be confirmed directly by the employer.
How to Apply
[UPDATED] Note: Applications for this position are now closed. Check out our latest remote job listings below.
When applying, make sure your CV highlights relevant experience in:
- Customer service
- SaaS or software support
- Helpdesk or ticketing systems
- Written and verbal communication
- Problem-solving
- AI tools
- Automation
- Knowledge-base or documentation work
If you have experience with tools such as Freshdesk or similar customer-support platforms, make sure to include it.
Final Thoughts
This remote customer support representative position at Flexigrant stands out because it combines traditional customer service with SaaS, AI, and automation.
It’s particularly worth considering for someone who already has customer-support experience and wants to move toward a more technology-focused role.
The position is full-time and remote in the UK, but applicants should pay attention to the location requirement. It is not advertised as a worldwide role, and the company has not included a salary range in the listing.
For candidates who enjoy solving customer problems, learning software, and finding ways to make support processes more efficient, this could be a strong opportunity to explore.
