Customer Support Associate
About Indeemo
Indeemo is a research technology company on a mission to help brands understand people in the moments that actually matter. Our SaaS platform blends mobile, video, and AI to help market researchers, UX teams, and healthcare organisations run qualitative research remotely, capturing real behaviour in real time.
Our platform is trusted by 500+ organisations across 60+ countries. We’re growing fast, and we’re looking for someone exceptional to join our Frontline Support team.
The Role
This is a hands-on, mostly email-based support role. You’ll be the first point of contact for our users and customers, helping them get the most out of the Indeemo platform, troubleshooting issues, occasionally setting up research projects, and at times jumping on a call or screen share when someone needs an extra helping hand.
Our customers are researchers and insight professionals running real projects with real timelines. They need fast, accurate, thoughtful support, and that’s exactly what you’ll deliver.
That’s the core of the job, but it’s not the whole of it. Settle in and show what you can do, and you’ll get exposure to other parts of the business, project work, customer success, ops, more on that below.
The Profile: “The Front Line”
GIVE A DAMN
You care about the people you support and the quality of the work you put out. You show up fully, sweat the details others miss, and go the extra mile because that’s how you’re wired, not because someone asked you to.
DRIVE ON
No excuses, no hand-holding. When a customer has a problem, you own it, communicate clearly, and get it sorted. You’re proactive by nature, not reactive by necessity.
FIGHT FOR THE WHY
Curious enough to dig beneath the surface of a support ticket, resourceful enough to find the answer, and always asking whether there’s a better way to do things.
GOOD HUMAN
Empathetic, genuine, and great to work with. Your colleagues and customers trust you quickly because you’re the kind of person who naturally puts them at ease.
Key Responsibilities
Ticket Customer Support
First response, every time. Problem solved, not just logged.
Manage and resolve support tickets via our help desk.
Jump on screen shares to troubleshoot and train clients when needed.
Work as part of a tight-knit support team - pitching in on teammates' tickets, sharing knowledge, and helping brainstorm solutions to resolve queries quickly and efficiently.
Project Setup Coordination
Every project live and running, coordinated end to end.
Set up client research projects on the platform.
Coordinate with customers and our sales team to get every project off to the right start.
Product Feedback Loop
What customers tell you shapes what we build next.
Act as a key feedback loop between customers and our product team.
Spot patterns, surface issues, and share them with the product team.
Skills Experience
2+ years in a customer support role, ideally supporting a software product.
Experience in a startup or SME environment is a real advantage.
Excellent written and spoken English, you’ll be representing Indeemo in every message you send.
Comfortable with software, confident in troubleshooting, and quick to learn new tools.
Strong attention to detail and the ability to manage multiple priorities without dropping the ball.
Familiarity with help desk software and a CRM.
Availability to work at least one later shift per week (2pm – 10pm) and provide cover at least one weekend per month.
Why this Role
Customer-facing from day one.
You're not shadowing a queue, you're owning it. From early on you'll be working directly with clients, solving real problems on live projects with real deadlines, and delivering a 6-star experience.
A foundation for a career in SaaS.
You’ll learn transferable skills built on real customer relationships, not theory: troubleshooting, clear communication, working across teams to get things done.
Room to grow past the ticket queue.
This is a support role, and that’s the job on day one. But once you’re settled in and ready, there’s scope to pick up project work that moves the team forward, and exposure to customer success and operations as the wider team needs it.
What Success Looks Like at 12 Months
TICKETS CLEARED, NOT JUST CLOSED
The queue moves fast, but nothing's rushed. You solve the actual problem, not just the symptom in front of you.
FIGHT FOR THE WHY, EVERY TIME
You dig past the surface of a ticket to find the root cause, and you're spotting patterns before they become bigger problems.
PRODUCT KNOWLEDGE RUNS DEEP
You know the platform inside out. Customers get answers with confidence, first time, because you actually understand what you're troubleshooting.
Our Hybrid Approach to Work
At Indeemo we recognise the evolution that has taken place when it comes to hybrid working. Our hope is to achieve a balance between working in the office and from home that makes sense, to achieve flexibility while maximising communication, collaboration, creativity, and productivity, and preserving our company’s amazing culture.
Your first three months, you’ll be on-site at our Blackpool office Monday to Thursday, with Fridays from home. After that, it moves to three days on-site and two from home. We think this balance works well for building the kind of team culture we’re proud of.
Life at Indeemo
“We value action over talk, collaboration over individualism, and progress over perfection. We care about our work and we always look after each other.
We know that what we each contribute on a daily basis has a direct, positive impact on the lives of the people who benefit from the research we empower. We never forget our duty of care when it comes to protecting the privacy of our users and customers.”
– Eugene Murphy (CEO)
Aside from a competitive salary, health insurance and gym membership, you’ll get the opportunity to join our company’s share options scheme. But honestly, the bigger draw is the team: collaborative, driven, and genuinely good at what they do.
If this sounds like you, please reach out, we’d love to hear from you.
