🌍 Remote | UK-based | Full time

£40,000 - £45,000 + stock options

Come join the support team at zeroheight and play a key role in helping our customers succeed while also improving our product. As a member of our support team, you’ll be the first point of contact for our customers, solving their problems, improving their experience, and making sure that every interaction reflects our friendly and helpful approach.

Who we are

We’re a fully remote team of 50+ people building the market leading design system management platform. zeroheight enables companies to document, maintain and scale their design systems – all in one central hub. Here's an example of Uber's design system site built with zeroheight. Join us on our mission to enable every product team in the world to ship magical user experiences 10x faster than they do today.

Click here for more details on what remote-first looks like for us

Your impact

As one of the first points of contact for our customers, you’ll play a key role in shaping their experience of zeroheight. Your support will not only help customers get the most out of our product, but will also directly influence how we improve it. By keeping our Help Centre sharp, spotting opportunities to streamline with AI, and sharing insights across teams, you’ll help thousands of designers and developers build better products, faster.

Why should you join us in particular?

At zeroheight, support isn’t an afterthought — it’s central to how we provide a fantastic experience to our users and grow. You’ll have the chance to shape the future of our customer experience in a collaborative environment where your work won’t get lost in the noise. You’ll get to collaborate closely with other teams across the company such as product, engineering, sales and customer success, giving you a real influence across the business. We’ll also back you with stock options, a remote-first culture, and a team that values autonomy, curiosity, and experimentation — including making the most of AI to work smarter. If you want to have visible impact and grow alongside a company that is the leader in its field, this is the role for you.

Your day to day

Support:

You'll spend most of your time replying to customers queries (by email) in a timely and helpful way - using our friendly voice and tone. You'll be always on the lookout for opportunities to delight our users by going above and beyond, and use AI tools to improve efficiency and customer experience.

• Technical support: you'll troubleshoot technical support issues, jump on calls with customers when needed and escalate to the engineering team (as necessary) by providing clear and comprehensive bug reports.
• Non-technical support: you'll also handle non-technical issues such as billing queries and collaborate with the engineering team to automate frequent support tasks.

Reporting:

You’ll track key support KPIs, maintain weekly reporting dashboards, and share updates during team meetings.

Help Centre:

You’ll manage and improve our Help Centre by auditing and updating content, creating new articles and FAQs, and ensuring everything is clear and useful. You’ll also work with product and other teams to keep documentation accurate and aligned with customer needs.

Feedback Management:

You’ll gather and organise feedback from all channels, clarifying with users where needed, and share it across the company to guide improvements, such as informing the product roadmap.

Requirements

Here are some requirements we think are essential:

• Experience in a customer-facing role
• A clear and friendly communication style, both written and verbally
• Good technical knowledge - you understand web technologies (things like HTML / CSS / JS / APIs) enough to troubleshoot a variety of issues
• You’re able to come to our London hub at least once every quarter

These requirement are more “nice-to-have”:

• You love product and all things UX - you're interested to learn about UX design, DesignOps and design systems
• You're excited to work at a startup - you have a proactive attitude and a strong drive to succeed in the startup environment, where you need to be autonomous and adaptable to change
• You're looking for something serious - you want to get stuck in and work somewhere long enough to have a real impact. You're ambitious and not afraid of taking on more responsibilities as the company grows
• You’ve attempted using AI to make aspects of your work more efficient and effective

If you feel that you match most of our essential requirements, please get in touch!

Benefits

Find out more about our team and company perks here :)

More about zeroheight

You can learn more on our About us page.

Process

1. Submit your CV and answer screening questions 📜
2. Hello call 👋 (30m) - we’ll schedule a call with our Head of Ops to get to know each other
3. Technical interview 💻 (45m) - we’ll test your communication skills and tech know-how including giving you the chance to respond to some (pretend) support emails
4. Values interview 🌱 (1h) - we’ll schedule a call with one of our founders to see if you are a good fit for the company

If this role seems like a good fit, go ahead and apply! 👆

We look forward to meeting you and are really excited about the possibility of you joining us on the zeroheight journey 🚀

DEI statement

At zeroheight we live and breathe our values, building an inclusive and diverse team is what makes us great. We are proud of the culture we’ve created and by embracing individuality we continue to add to our culture.

We look to hire the best, give an amazing experience throughout and we don’t discriminate against who or what you are. Our employees are encouraged to be their authentic selves, allowing us to celebrate our differences and learn from one another. All we ask is that you be yourself, love what you do and give 100%.

Take a look at our current DEI stats here.