Support Analyst - Customer Service

Support Analyst - Customer Service Application Deadline: 10 August 2025

Department: Client Success

Employment Type: Full Time

Location: London or Manchester, UK

Reporting To: Client Success Team Manager

Compensation: £28,500 - £34,000 / year

Description Support Analyst

• Team: Client Success
• Location: London or Manchester, UK
• Flexible working: Remote working supported, around 10-20% on-site requirement with ability to commute into either Manchester or London office as necessary for monthly in-person days
• Full-time/37.5 hours a week (flexible hours and working options welcomed - please state this in your application). Core hours are 10-6pm, Monday-Friday. Out of hours work is required on a rota basis, 9am-9pm Monday-Sunday. (see below for more information)
• Salary: Annual £28,500 - £34,000 based on location and experience

Spektrix is a growing collection of creative problem solvers focused around the arts and technology whose mission is to help arts organisations be more successful. We're doing this through a combination of cloud-based software and consultative customer support that empowers arts organisations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. You'd be joining a team of over 200, based across our London, Manchester and New York offices and working with over 600 arts and entertainment organisations in the UK, Ireland, United States and Canada.
We're looking for someone who is excited by the chance to change the way that people in the arts and entertainment sector use data and software - for the better. You'll be spending your time navigating incoming client calls and emails, solving problems and finding bespoke and best practice solutions to help clients get the most out of their data and the Spektrix CRM. You will be part of a delivery team who together hold the accountability of managing the success of our clients - specifically through responding to support tickets and calls, prioritising effectively to ensure clients get the very best service and outcomes.
Support Analysts help Spektrix clients to find solutions to problems, analyse their data, and turn their ideas into practice with tools the system provides. We love our system and we want our users to love it too. Your job is to get them there and keep them there by putting the Spektrix tools to their best use and thinking about data-oriented, smart, and innovative solutions.

Key Accountabilities & Responsibilities

• Ensuring that through every touchpoint you have with our clients, the highest levels of customer service and satisfaction are delivered and seen through to completion in a timely manner.
• Ensuring you see every interaction you have with our clients as an opportunity to develop best practice and impact their success.
• Setting our clients up for long term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth to do this.
• Proactively share and escalate any feedback, concerns, or suggestions for improvement effectively, in order to contribute to continuous improvement of our solution and service.

• Working within a Delivery Team as a first line contact for clients, for their software and hardware support needs on the phone and over email.
• Guiding clients through putting their ideas into action. That could be talking through how to segment customer data for a mailing or teaching someone how to set up a promotional offer.
• Having confident conversations with clients about what our solution offers, why we do things the way we do and in some cases why not.
• Collaborating with relevant team members and wider specialists across the company to enable you to deliver on your accountabilities, even when our solution doesn't have exactly what the client is asking for.
• Helping our clients analyse and report on their valuable data.
• Troubleshooting software and hardware issues and identifying the best ways to solve them.
• Offering technical support with some of the hardware associated with using the system, such as ticket printers, pin pads and scanners.
• Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
• Identifying opportunities for long-term, consultative projects and feeding these into the team's priorities.
• Helping to maintain system documentation and identify when guides and resources need to be updated.

Skills, Knowledge and Expertise

• Have excellent interpersonal and communication skills which can be displayed in person, over the phone and in writing.
• Have an ability to provide effective customer service and technical support, with some experience in either.
• Have the skills or experience to work with clients that may be facing urgent or business critical challenges.
• Be able to apply a logical mindset to your existing skills and knowledge to solve new and complex problems.
• Have a working knowledge of Microsoft Excel.
• Be proficient at time management and prioritisation in order to set you up for working to tight deadlines.
• Feel comfortable 'context-switching' and be able to work on multiple tasks and projects simultaneously and independently.
• Enjoy working autonomously as well as part of a wider team.
• Take pride in your work and how it could relate to the success of Spektrix and our clients.
• Have a strong interest in using technology and data to solve problems.

• Occasional travel between London and Manchester (our two UK offices).
• You should be prepared to travel throughout the UK and the Republic of Ireland if required.
• Core hours would usually be 10am-6pm or 9am-5pm, Monday-Friday. This is a full time role (37.5 hours a week) but we are accepting applications from candidates who are interested in job sharing the role, or would like flexible working arrangements. Please comment on your application with the hours you will be looking to work.
• Regular working hours are 10am-6pm, Monday-Friday.
• We work across a rota covering the rest of our opening hours. From the Client Success team, we:
  • Have team members working 9am-5pm each weekday across delivery teams. Some team members choose to do this early shift regularly. We have one team member working from 1pm-9pm each weekday. Some team members chose to work a regular day on the late shift; typically you wouldn't have more than one or two late shifts a month (unless you wanted to take more.)
  • We also have a 9am-5pm shift every Saturday and Sunday, and a 1pm-9pm shift every Saturday. Typically you wouldn't have more than one of these shifts every month, which are worked from home. If you work a Saturday then you will have the following Monday off, and if you work the Sunday then you'll have the preceding Friday off, meaning you'll always get a two-day break from work.

Benefits

• Flexible working with support for WFH set up. Different teams may have different practices that require people in the office or online at specific times.
• NHS top up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs)
• Continuous development supported by Line manager, learning budget
• Enhanced Maternity, Adoption & Shared Parental Leave
• 35 days paid leave annually, inclusive of annual leave, bank holidays and a Birthday day off, all able to use flexibly
• 4 weeks paid sabbatical after 5 years of service
• 2 volunteering days per year
• Company pension scheme of 4%
• Free snacks, drinks and breakfast items in all our offices
• Varied range of regular socials across all our offices
• Cycle to work & Season Ticket Loans
• Travel stipend for commuting

Working from home
We aim to be as flexible as possible when it comes to working setups and lots of our team work from home on a regular basis. This means we generally work with a "remote first" approach even when we are in the office.
We'll provide reasonable support and all the hardware you need to get started, but we do require that you have the following already in place for a good home working set up:

• A quiet working space at home where you can consistently take video calls without interruptions
• An internet connection that supports your participation in video calls and access to our systems and service.

Travelling into your local office (commuting) is at your own expense with a stipend available, any travel for business (other than commuting) will be covered by Spektrix.
Equal opportunities
Spektrix is an equal opportunities employer, we recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.
Confidence can sometimes hold us back from applying for a job. Studies show that women do not apply for roles unless they meet 100% of the requirements, whereas men apply when they meet at least 60% of the requirements. At Spektrix, we know that there's no such thing as a 'perfect' candidate. Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So however you
identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day click apply for full job details