Customer Support Consultant - UK

East London, SouthEast E1, United Kingdom

Full-time Permanent Entry Level

Posted 09 Jul 2026

Description

Redcat builds the technology that powers leading hospitality brands across Australia, the UK, and Southeast Asia. Our Hospitality IT Platform delivers integrated software and hardware solutions connecting POS systems, online ordering, loyalty programs, and mobile apps into one seamless ecosystem.

We'rea culture first company driven by five core values: integrity, teamwork, innovation, customer focus, and accountability. If you thrive in an environment where your work directly shapes how millions of people experience theirfavouritehospitality brands,you'refeel at home here.

The Opportunity

We'relooking for a Customer Support Consultant to join our UK Support team, delivering front line service excellence toRedcat'shospitality technology customers.You'llresolve customer queries over the phone and email, provide remote technical support, and ensure every case is handled accurately and escalated effectively.

Reporting to the Customer Success Team Leader,you'llbe the first point of contact for clients experiencing issues with our POS, ordering, and loyalty solutions - playing a key role inmaintainingthe high service standards our customers rely on.

Key Accountabilities Customer Query Resolution

• Receive inbound phone calls and monitor email inboxes as needed
• Resolve customer issues via phone and email support, in line with SLA targets
• Escalate complex or urgent cases in a timely manner

Technical & Remote Support

• Provide remote connection support to clients and contractors asrequired
• Install computer hardware and business software as part of an overall solution
• Assistwith the creation of databases for existing clients asrequired
• Accurately record and transfer customer information for effective handover and escalation
• Document all steps taken in troubleshooting orassistingwith a case
• Contribute to team meetings and weekly company stand ups asrequired

What You'll Bring Experience

• Strong technical knowledge and experience working with relevant enterprise technologies and integrations, with a demonstrated commitment to ongoing development
• Demonstrated experienceidentifying, evaluating, and recommending new and emerging technologies
• Experience in a customer support, helpdesk, or technical support role (desirable)
• Willingness to be part of a rotating roster

Skills & Capability

• Sound knowledge of relevant technology and software applications, with the ability to install and troubleshoot hardware and business software
• Strong research, analytical, and problem solving skills, with the ability to consider issues from different perspectives and draw sound recommendations
• Clear, confident communicator who can explain complex issues simply and adjust style to the audience
• Consistentlyaccurateand detail focused, with careful attention to grammar, tone, and documentation

Mindset

• Customer first, with a genuine commitment to service excellence and SLA delivery
• Takes ownership of own actions and adheres to relevant policies and procedures
• A collaborative team player who contributes to shared learning and continuous improvement across theorganisation

Inclusion at Redcat

At Redcat, we believe diverse perspectives drive better outcomes - for our team, our products, and our customers. We'recommitted to building an inclusive workplace where everyone feels valued, respected, and empowered to do their best work.

We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people withdisability, and members of the LGBTQIA+ community. If you require adjustments to the recruitment process, please let usknow, we're happy to accommodate.