Customer Support Specialist
Help customers resolve report, account and purchase questions with clear answers and useful investigation notes.
Car Check helps people understand a used car’s history. We bring vehicle records together with clear explanations, keeping the source, timing and limits of the information close to each finding.
We care about the whole experience, from the reliability of a lookup to the words that help someone decide what to ask next.
The opportunity
We are looking for a Customer Support Specialist who can bring clarity to a confusing moment. Someone may be trying to open a report, understand an unfamiliar result or work out whether a search completed. They need an answer that recognises their question and gives them a useful next step.
You will work with product, engineering and vehicle research to investigate issues and explain the product carefully. You do not need to know every answer immediately. You do need to gather the right context, recognise the limits of the available information and keep the person informed while a question is being resolved.
Support is also a valuable source of product understanding. You will help turn repeated questions into clearer guidance and better experiences, giving the team specific examples of where people need help rather than a list of isolated tickets.
What you’ll work on
- Give clear, considerate answers. Understand the person’s question, explain what the product can establish and offer an appropriate next step without relying on a generic response.
- Investigate product issues. Gather the relevant steps, timing and account or report context, and distinguish an access problem from a confusing explanation or an incomplete check.
- Make escalations useful. Give engineering or research enough information to investigate, describe the customer impact and keep track of what is still needed to resolve the question.
- Handle information carefully. Follow account verification and privacy procedures, request only the details needed for the issue and avoid putting unnecessary personal information into internal notes.
- Improve reusable guidance. Refine help content and response patterns when a question repeats, keeping explanations accurate and easy for another support colleague to use.
- Bring customer learning into the product. Summarise recurring confusion with examples and work with the relevant team on changes that reduce the need for the same conversation.
What you’ll bring
- You have helped customers use a digital product or service and can describe how you handled a question that required investigation rather than an immediate answer.
- You write with clarity and patience, adapt your explanation to the person and remain professional when someone is frustrated or worried.
- You are methodical about reproducing problems, recording relevant details and following an issue through without making promises you cannot verify.
- You know when to ask a specialist for help and can explain the difference between what is confirmed, what is being checked and what remains unknown.
- You handle personal information responsibly and are comfortable following procedures for account access, privacy requests and sensitive support situations.
Useful, but not required
- Experience supporting reports, subscriptions, account access or another product where an unclear result can create concern.
- Examples of improving a help article, support workflow or product message based on recurring customer questions.
- Familiarity with vehicle records or an interest in learning the terminology used in UK vehicle history reports.
Your first few months
- Learn the main product journeys, source limitations and escalation routes so you can give accurate answers to common questions.
- Handle a defined set of enquiries with clear notes and reliable follow through, asking for help when a case needs specialist judgement.
- Identify a recurring question and help turn it into better guidance or a concrete product improvement.
How we work
Start with the buyer, follow the evidence and make the complex clear. We value thoughtful questions, shared learning and care in the details of what we build.
We work in focused pieces, make important decisions easy to follow and bring questions into the open while there is still time to act on them. You will have room to shape the work, with the responsibility to explain your choices, ask for help and follow through on the result.
Apply for this role
Tell us about a customer question you worked through carefully. Explain how you investigated it, communicated with the person and followed up. Remove names and other personal details from any example you share.