Customer Support & Enhancement Coordinator - #2194174

Customer Support & Enhancement Coordinator

Key aspects: Customer Administration, Project Management, Process Management, Administration

Pay: £30,000.00-£36,000.00 per year

About VeryConnect

As one of Scotland’s leading tech startups to emerge from Glasgow University, at VeryConnect we support industry, academic and professional membership organisations manage and engage their member communities. Offering a collection of membership management services, we’re building platforms, tools and services that allow members to network, communicate and engage wherever they are. Our product is used by many leading professional organisations that manage tens of thousands of end users worldwide and we’re gearing up for growth. At VeryConnect, we actively embrace AI to work smarter and enhance our services, and we’re looking for someone who shares that enthusiasm and is eager to incorporate AI tools into their everyday workflow.

Who We’re Looking For

VeryConnect is seeking a proactive, analytical, and customer-focused individual to take on the role of Customer Support & Enhancement Coordinator. In this role, you will be the bridge between our customers, our product, and our development team.

You will act as the first line of customer support, swiftly resolving straightforward queries and troubleshooting complex bugs, all while maintaining transparent, consistent communication throughout the investigation cycle. Beyond resolving immediate issues, you will play a key role in continuously improving our documentation and driving Enhancement Proposal Scoping & Delivery, identifying clever workarounds, assessing budgets and timelines, and aligning customer needs with our product roadmap.

The successful candidate should be comfortable working in a fast-paced digital business, possess strong product sense, and have the drive to take ownership of both customer happiness and platform enhancements.

What You’ll Be Doing

You will balance daily customer triage, technical troubleshooting, documentation, and the coordination of bespoke enhancement proposals.

Customer Support & Issue Resolution

• Deliver prompt, reliable support across incoming customer queries, providing rapid solutions for common issues using existing documentation.
• Conduct troubleshooting for more complex bugs and technical issues with longer resolution paths.
• Maintain consistent, proactive, and empathetic communication with customers during extended investigations so they always know where their issue stands.
• Maintain our product issue tracker, help prioritise daily tasks, and collaborate closely with developers to ensure timely fixes.

Documentation & Knowledge Sharing

• Proactively audit, update, and fill knowledge gaps across our internal resources, user-facing knowledge base, and platform documentation.
• Turn recurring customer inquiries and workarounds into accessible self-serve guides and articles to empower users.

Enhancement Proposal Scoping & Delivery

• Scope enhancement requests from clients: identify viable short-term workarounds, outline delivery timelines, establish customer budgets and align solutions with the VeryConnect product roadmap.
• Leverage product knowledge and hands-on testing to evaluate feature viability and guide customer expectations.
• Support the facilitation of customer design sprints to capture detailed requirements and assist in project-managing the delivery of new features.
• Draft and review technical quotations, proposals, statements of work for customer enhancements.

Operational & Cross-Functional Coordination

• Attend daily team stand-ups and customer meetings capturing discussion points, recording CRM actions, and driving tasks through to completion.
• Act as an essential liaison between customers and the Development team, translating customer feedback into actionable product inputs.
• Track feature adoption rates and platform usage, analysing support data to produce actionable reports on customer trends, pain points, and retention.
• Coordinate with our sales and marketing teams to assist with writing content for external resources

About you

You’re passionate about technology and excellent service making sure that we always put our customers first. You’re enthusiastic about introducing efficiencies in our processes and excited about being part of VeryConnect’s growth journey. This role would be a great fit for someone that’s looking to develop into a more senior customer facing role over time, these are some of the skills we’re looking for:

• In-depth SaaS product experience: Proven track record working within a SaaS/software product environment, with practical experience participating in product roadmap discussions, evaluating user feedback, and actively contributing to feature scoping and refinement.
• Customer facing SaaS experience: 3+ years’ experience working amongst a customer-facing role within a digital or B2B SaaS business
• Scoping & commercial awareness: Experience assessing effort, delivery timelines, and budget considerations for client-requested enhancements and custom feature work.
• Exceptional, transparent communication: Ability to break down complex technical issues and bug investigations clearly for non-technical users, maintaining consistent touchpoints over extended resolution cycles.
• Pragmatic technical troubleshooter: Resourceful problem-solver who can uncover interim workarounds to keep clients running while engineering tackles root fixes.
• Documentation mindset: A proactive habit of identifying knowledge gaps and drafting clear, accessible user-facing guides and internal product documentation.
• Organised & process-oriented: Skilled at balancing fast-turnaround support with longer-horizon project tasks, tracking everything cleanly in CRMs and issue trackers.
• A good graduate degree or equivalent hands-on experience in an online digital business
• Right to live and work in the UK

What we can offer you

• Salary range £30,000 - £36,000 which will depend on experience and qualifications
• 31 days annual leave
• Enhanced company maternity leave
• A flexible, fast moving environment that ensures our team are always learning and growing
• Tech bundle
• Personal development fund
• Based in Glasgow city centre
• Team away days & socials