Customer Support & Product Quality Coordinator

We are looking for a detail-oriented and communicative Customer Support & Product Quality Coordinator to join our team at Deskpro, a growing help desk software company. In this role, you will take ownership of the defect lifecycle, ensuring all reported defects are accurately documented, categorised, and efficiently progressed to resolution. You will act as a key bridge between our customer success team, engineering, and devops, playing an essential part in maintaining the stability and quality of our product while ensuring a positive experience for both our customers and internal teams.

As a Product Support Engineer, you will:

• Liaise closely with our customer success team and customers to accurately replicate reported issues, ensuring clear and actionable defect reports.
• Verify that all reported defects contain sufficient detail and context for our engineering team to investigate and resolve efficiently.
• Collaborate with developers and devops to troubleshoot and fix customer-specific infrastructure or data issues as they arise.
• Ensure defects are properly categorised, prioritised, and documented to support accurate reporting and analysis.
• Maintain clear communication with relevant stakeholders throughout the defect lifecycle, keeping them informed of progress and outcomes.
• Review and triage the defect backlog regularly, closing any stale or redundant reports and keeping the backlog clean and actionable.
• Advocate for continuous improvements to the defect management process, contributing to a more effective and streamlined workflow.

Requirements

• Proven experience in technical support, product support, QA, or a related role within a SaaS or Agile development environment.
• Strong problem-solving skills, with a keen ability to reproduce, investigate, and articulate technical issues.
• Excellent communication skills, able to liaise effectively with both technical and non-technical stakeholders.
• Familiarity with defect tracking tools and processes, with an understanding of how to manage and categorise defect records.
• Experience working alongside development and devops teams to troubleshoot infrastructure or data-related issues.
• A proactive and organised approach, with the ability to manage multiple ongoing issues and ensure nothing falls through the cracks.
• Must be able to attend our Wimbledon office at least 2 days per week.

Benefits

We offer a competitive salary and a generous share option package. Our office is based in a friendly, fast-moving startup environment, with great transport links and amenities nearby.

• Competitive Salary + Generous Share Options.
• Fantastic Transport Links: Just 3 minutes from the mainline train station, District and Northern line tubes, buses, and trams.
• Office Perks: Unlimited coffee, tea, soft drinks, snacks, and beers for Thursday afternoons. BBQs in the summer, Monday breakfasts, and Thursday lunches.
• Health & Wellness: Private healthcare, gym discount, bike storage, and parking options.
• Work-Life Balance: Flexible working environment, with a mixture of autonomy and real responsibility.
• Growth Opportunities: An opportunity to be part of a growing software company with the potential to make a big impact.

About Deskpro

Deskpro is a help desk platform that improves online customer service for millions of customers. We are dedicated to providing businesses with better ways to communicate with their customers through various channels (email, live chat, voice, etc.). As part of our growing Product team, you will be working in close collaboration with developers and designers, contributing to our product's quality and success.