Customer Support Coordinator

Are you passionate about helping people, solving problems, and delivering brilliant customer experiences? Are you ready to be part of a fast-growing tech business that’s transforming the transport sector? We are looking for a Customer Support Coordinator to be the friendly, knowledgeable first voice our customers turn to when they need help. If you thrive in a fast-paced environment and enjoy making a real difference, this could be the role for you.

About Us

Ticketer has grown to become the UK’s market leader in smart electronic ticketing technology across the public transport sector. Our software enables passengers to use the latest payment technologies, whilst providing operators with real-time performance insights to improve efficiency, service levels, and profitability. 

What you will be doing:

• Be the Customer’s First Point of Contact. You will handle incoming enquiries via phone, email, and our ticketing system, providing fast, friendly and professional support every time.
• Solve Problems and Make Things Simple. You will troubleshoot common issues, guide customers through solutions, and aim to resolve queries on first contact wherever possible—escalating more complex issues when needed.
• Keep Everything Running Smoothly. You will log and manage tickets in our CRM system, ensuring each case is accurately recorded, prioritised, and easy for others to pick up when needed.
• Deliver Outstanding Customer Experience. From clear communication to proactive follow-ups, you’ll make sure customers feel supported, confident, and valued at every step.
• Work as One Team. You will collaborate closely with colleagues across support teams, sharing insights on recurring issues and helping continuously improve how we work.
• Grow and Improve. You’ll contribute to our knowledge base, keep learning about our products, and bring ideas to improve our processes and service quality.

What success looks like

• Meeting or exceeding response and resolution targets (SLAs)
• High customer satisfaction and positive feedback
• Strong first-time fix rates
• High-quality, accurate ticket handling

What we are looking for

Essential:

• Experience in customer service, helpdesk, or technical support
• Excellent communication skills—able to explain technical concepts simply
• Strong problem-solving ability and attention to detail
• Comfortable using CRM/ticketing systems and following structured processes
• Calm, patient, and supportive under pressure

Desirable (but not essential):

• Experience in a tech support environment
• Knowledge of transport, mobility, or public sector technology
• A passion for developing your technical and product expertise

Why Join us?

• You will be joining a business that’s leading digital transformation within the transport sector. 
• Our culture is built around wellbeing and support. You will have access to Private Health Insurance, Mental Health Support, and an annual wellbeing allowance to spend on what matters most to you. We also provide financial protection, including income protection and life insurance, for added peace of mind. 
• You will enjoy 25 days of annual leave (which increases with service), three half-day Summer Fridays, and your birthday off to celebrate. 
• We offer a remote working environment that empowers you to do your best work wherever that may (as long as it's UK- based) 
• And that’s not all – we have a few more great benefits we can’t wait to share with you!