Job Description

Hey 👋 I'm Peter, Head of Support here at Pinpoint.

We’re a high-growth, bootstrapped HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers.

We have a support team that we’re incredibly proud of—helping customers navigate our platform through live chat and email. Our response times are low, and our customer satisfaction scores are high. Just take a look at our G2 and Capterra reviews—our clients consistently highlight the quality and responsiveness of our support team, setting us apart from our competitors.

As we continue to grow, we need additional support to take care of our customers. That's where you come in. We’re looking for a Customer Support Specialist to support our customers, ensuring they get fast, friendly, and effective help when they need it.

• This is a remote role based in the US (EST only), with in-person team meetups a few times a year. Our HQ is in Jersey, UK, and our 70-person team is spread across the UK and US.
• This person will work Monday–Friday, 9 AM–6 PM (with a one-hour lunch).
• Our customers use Pinpoint in different ways—some need structured, ongoing support, while others require quick-fire troubleshooting. You should be curious, proactive, and excited to tackle new problems every day.
• Our platform is cloud-based, meaning most queries involve helping users navigate features, submit feature requests, or offer best practices on recruitment. We never close a ticket until we’ve truly helped.
• We also handle technical queries—you’ll attempt to replicate issues before escalating them to the dev team. It’s okay not to know everything, but you should be eager to learn.
• This role blends technical troubleshooting with customer interaction—you’ll juggle investigating API issues, reporting bugs, handling data problems, and responding to customers via Intercom.
• Our values shape how we work. We’re looking for people who embody these values in everything they do.

About the Role:

• Be the first point of contact for customer inquiries via live chat and email (100+ per week)
• Troubleshoot product questions, feature requests, and general platform navigation
• Investigate and attempt to replicate technical issues, escalating to developers when necessary
• Own complex support cases, ensuring customers are kept informed until their issue is fully resolved
• Provide best practice guidance to customers on using Pinpoint
• Maintain and contribute to our internal knowledge base, making it easier for customers to find answers themselves
• Identify opportunities for improving our platform and proactively pass feedback to the Product team
• Work closely with Customer Success, Engineering, and Product teams to ensure a seamless customer experience

What We Offer:

We want Pinpoint to be the best place you’ve ever worked —somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get:

• 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered.
• 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life.
• 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first.
• 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals.
• 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust.
• 📈 Meaningful equity – You’re helping build something special, and you should share in its success.
• 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents.
• 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth.
• 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work.
• 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow.

A detailed overview of our benefits can be found here .

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