Senior Customer Support Specialist

Role overview

Own the complex end of an international support queue — technical escalations, sensitive customers and the contacts nobody else can close — while helping raise the standard around you.

Responsibilities

• Handle tier-2 and escalated contacts to resolution
• Maintain and improve the account knowledge base
• Support quality reviews and coach newer team members
• Identify recurring contact drivers and report them with evidence
• Act as a point of contact for the client on day-to-day queries

Requirements

• Three or more years in customer support, ideally for an international account
• Excellent written English
• Demonstrated ability to de-escalate difficult conversations
• Comfortable working independently against a standard

Preferred skills

• Experience supporting a software or technology product
• Experience mentoring or coaching
• Exposure to quality assurance frameworks

What we offer

Every benefit listed on a Novatek job posting is one that genuinely applies to the role. Nothing aspirational, nothing borrowed from another company's careers page.

• Structured onboarding with an assessment at the end — you go live when you are ready.
• Weekly coaching from a manager whose job includes your development.
• Written progression criteria, so you know what the next role requires.
• International client exposure that genuinely builds your CV.

Recruitment process

1. Application

   A short form and your CV. No account to create.

2. Screening conversation

   A short call about your experience and what you are looking for.

3. Role assessment

   A practical, role-relevant assessment — written, spoken or technical.

4. Interview

   With the hiring manager, covering the role in detail including the shift pattern.

5. Offer

   A written offer with everything discussed, before you are asked to decide.