Customer Support Executive

Unseen combines assessment technology, candidate engagement, psychometric design and recruitment support solutions to help employers deliver fair, data-driven, high-impact recruitment experiences and insights.

We are entering the next stage of growth with an ambitious plan to expand our market presence through an integrated, segment-led commercial model.

The role

We are looking for a highly organised and people-focused Customer Support Executive to join our growing team. This role is ideal for someone who has developed strong foundational skills in Microsoft 365 and is now looking to deepen their career experience in a fast-paced, tech-enabled environment.

You will be the first point of contact for customer and candidate queries across multiple technology platforms. The role requires someone who enjoys solving problems, thrives on variety, and takes pride in delivering accurate, thoughtful and timely support.

You will work closely with our customer team, as well as our tech team and wider internal stakeholders to ensure a seamless experience for clients and candidates.

Key responsibilities

Customer support

• Act as the first point of contact for inbound and outbound customer and candidate queries, primarily via email
• Proactively identify recurring issues and recommend practical solutions
• Accurately log, document and categorise issues
• Escalate system-related bugs, platform issues or functionality improvements
• Ensure all communication is clear, professional and aligned to service standards
• Work effectively with clients and internal stakeholders to resolve and offset issues
• Support the Customer Success team on calls as required

Platform configuration

• Set up and configure new client instances across multiple platforms
• Upload and manage client assets in various formats, including documents, images, video and data files
• Ensure all platform configurations are completed accurately and on time
• Follow internal processes and checklists to maintain consistency and quality

Quality assurance (QA)

• Conduct light-touch structured QA testing of new developments and feature releases across platforms
• Identify bugs, inconsistencies and user experience issues
• Document findings clearly and provide detailed feedback
• Re-test updates and fixes to ensure issues are resolved effectively

Team and reporting support

• Download, manipulate and format data for customer reporting
• Produce accurate customer reports using Microsoft Office 365 tools
• Support the customer team with ad hoc administrative and technical tasks
• Contribute to process improvements and documentation as the function evolves

Other ad hoc activities will be required to support our team of CSMs.

Skills and experience

Essential

• Previous experience in a front-facing customer support, operations or administrative role, ideally within a tech-enabled environment
• Exceptional attention to detail and accuracy
• Highly organised and autonomous with the ability to prioritise and task-switch effectively
• Confident troubleshooting basic technical issues across multiple systems
• Advanced working knowledge of Microsoft Office 365, including Excel, Outlook, Word, PowerPoint, SharePoint and Teams
• Strong written communication skills, with the ability to communicate clearly and professionally via email
• Comfortable working across multiple platforms and learning new technologies quickly
• Methodical approach to documenting processes and issues
• Calm and solutions-focused when dealing with problems

Personal attributes

• Naturally helpful and service-oriented
• Enjoys solving challenges and getting to root causes
• Comfortable balancing multiple requests and shifting priorities
• Confident working with both clients and internal stakeholders
• Curious and open to learning new systems, platforms and processes
• Takes ownership and accountability for tasks