Product Support Specialist (Hybrid, London, UK)

We've signed up to an ambitious journey. Join us!

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn't a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let's grow better, together.

YourParkingSpace joined forces with Arrive, on our joint mission to make cities more livable, together. YourParkingSpace is the UK's fastest-growing parking technology provider, we're changing the way people park. Our on-demand marketplace connects drivers to thousands of spaces, while our comprehensive suite of B2B solutions transforms parking assets into connected mobility hubs.

We're looking for a Product Support Specialist to take ownership of product-related support across the business. Acting as the first point of contact for product issues, you'll handle, triage, and resolve the majority of requests independently-while escalating clearly when additional input is needed.

This role is all about driving efficiency: you'll design and manage processes for how requests are submitted, categorised, and resolved, ensuring smooth collaboration between Product, Engineering, Customer Support, and Solutions teams. You'll also create and maintain documentation so recurring issues can be solved faster-or prevented entirely.

It's a great fit for someone with experience working alongside Product and Engineering, comfortable managing a backlog in Jira, and confident bridging technical and non-technical teams.

This role is a hybrid role with 2/3 days per week required at our head office in East London.

• Act as the first line of support for all product-related issues and requests
• Log, categorise, and prioritise tickets in Jira; manage the product support backlog
• Escalate appropriately to Product Managers when issues need to enter the roadmap or sprints
• Develop and refine the product support process, ensuring clear triage and resolution workflows
• Build strong relationships across Customer Support, Solutions, Product, and Engineering
• Create and maintain documentation, FAQs, and resolution guides to reduce repeat issues
• Identify recurring problems and provide feedback to drive product improvements
• Optimise workflows, integrations, and reporting over time

• Experience working with Product and Engineering teams in a support or operations capacity
• Strong organisational skills; able to triage and prioritise effectively
• Skilled communicator, comfortable working across technical and non-technical teams
• Confident writing clear Jira tickets and managing backlog workflows
• Proactive problem-solver who knows when to escalate
• Detail-oriented, with a focus on process improvement and documentation
• Familiarity with Jira, support tools (ideally Zendesk), and knowledge base management
• Background in SaaS, marketplace, or product-led companies is a plus
• What Success Looks Like
• Most product support requests are resolved without Product Manager involvement
• All requests are logged, tracked, and visible in a transparent backlog
• Strong documentation reduces repeat issues and empowers self-service
• Product Managers are freed up to focus on discovery and delivery

About us

Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile, YourParkingSpace and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space. It's about more than function, it's about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it's how you Arrive.