Tier 1 Customer Care Representative

About the Role

We’re looking for brilliant people to join our Customer Care team as a Tier 1 Customer Care Representative.

You’ll be one of the first people our customers speak to when they need help, whether that’s over live chat, email or occasionally by phone.

Technical experience with domain names, DNS and web hosting would be a big advantage, but it isn’t essential. We’ll provide comprehensive training and give you the tools, knowledge and support you need to become confident in the role.

What matters most to us is your attitude.

We want people who genuinely enjoy helping customers, take ownership of problems and are prepared to go that little bit further to deliver an exceptional experience.

We don’t want customers passed from person to person unnecessarily. If you can solve something, we want you to own it, solve it and make sure the customer walks away feeling that someone genuinely cared about their problem.

What You’ll Be Doing

As part of our Tier 1 Customer Care team, you’ll:

• Support customers through live chat, email and voice
• Help customers with domain name registrations, renewals, transfers and general account queries
• Assist with common DNS queries including nameservers, A, AAAA, CNAME, MX and TXT records
• Troubleshoot basic website, hosting, SSL, DNS and email-related issues
• Help customers navigate our platforms and services
• Investigate issues properly rather than simply providing scripted responses
• Take ownership of customer problems and see them through wherever possible
• Identify when something needs specialist or Tier 2 assistance and escalate it with clear, useful information
• Keep customers informed while their issue is being investigated
• Maintain accurate notes and records of customer interactions
• Follow account security and customer verification processes
• Contribute to internal documentation and our customer knowledge base
• Share recurring customer problems and feedback with the wider business
• Work with colleagues across Customer Care, Technical Support, Engineering, Billing and other teams when required

What We’re Looking For

Essential

• Excellent spoken and written English
• Strong written communication skills with excellent spelling and grammar
• A genuine passion for delivering exceptional customer care
• A friendly, patient and empathetic approach
• The ability to explain things clearly without unnecessary technical jargon
• A willingness to go above and beyond when helping customers
• Strong problem-solving skills
• Good attention to detail
• Confidence working independently in a fully remote environment
• Comfortable communicating with customers through chat, email and telephone
• Able to learn new systems and technical concepts quickly
• Reliable, organised and comfortable managing multiple customer conversations or requests
• Someone who takes ownership rather than simply passing problems elsewhere

Nice to Have

You don’t need to know all of this before joining us, but experience in any of the following would be useful:

• Domain names
• Domain registrations, renewals and transfers
• gTLDs and ccTLDs
• DNS and nameservers
• DNS records such as A, CNAME, MX and TXT
• WHOIS / RDAP
• Basic web hosting
• cPanel or similar hosting control panels
• SSL certificates
• Basic email troubleshooting
• WordPress
• Customer support or ticketing platforms such as Zendesk
• Previous experience within a hosting company, registrar, SaaS provider, ISP or other technology business

Don’t tick every technical box? Please still apply. We’re much more interested in finding people with the right attitude, communication skills and desire to learn. Full technical and product training will be provided.

What Great Looks Like

For us, great Customer Care isn’t about getting customers off chat as quickly as possible. It’s about understanding what they’re actually trying to achieve and helping them get there.

You’ll be someone who:

• Treats every customer like a person, not a ticket number
• Takes ownership of problems
• Asks good questions
• Looks beyond the obvious answer
• Keeps customers updated
• Explains technical subjects simply
• Knows when to ask for help
• Learns from mistakes
• Shares knowledge with the rest of the team
• Cares about quality as much as speed

We’ll measure performance across areas such as customer satisfaction, quality, response times, resolution, productivity and reliability, but we never want hitting a metric to come at the expense of doing the right thing for a customer.

Working Hours

This is a full-time, 40-hour-per-week role, normally worked across five days.

As we support customers internationally, working patterns may vary depending on the team and region. Any shift, weekend or out-of-hours requirements will be made clear during the recruitment process.

Where applicable, enhanced compensation or allowances for overnight or unsociable shifts will be provided in accordance with company policy and local employment requirements.

What We Offer

We want to build a Customer Care team made up of genuinely exceptional people, and that means offering more than simply a salary. Our proposed benefits package includes:

• 28 days of paid annual leave every year, plus local public holidays
• Your local statutory holiday entitlement where this is greater
• Your birthday off, fully paid, every year
• Separate paid sick leave, so being unwell doesn’t eat into your holiday allowance
• Additional paid wellbeing or personal days
• Company-funded healthcare or private medical cover, appropriate to your country
• Pension, provident fund or retirement contributions appropriate to your location
• All statutory local employment benefits in addition to our company benefits
• Company-provided laptop, headset and equipment required to do your job properly
• Support towards your home internet or remote-working costs
• Comprehensive paid onboarding and technical training
• Ongoing training and development
• Annual learning and professional development budget
• Support towards relevant professional or technical certifications
• Enhanced parental, compassionate and bereavement leave
• Regular salary and career development reviews
• Opportunities to progress into Tier 2 Support, Technical Support, Domains, Hosting, Customer Success, Quality, Training or Team Leadership
• A genuinely remote-first working environment

Where local legislation provides a greater entitlement than our standard package, the greater local entitlement will always apply.

Career Development

We don’t see Tier 1 Customer Care as a dead-end role.

You’ll receive structured training covering domain names, DNS, hosting and our wider product portfolio, with opportunities to develop deeper technical knowledge over time.

For people who want to progress, we’ll actively support development into areas such as Tier 2 Technical Support, Domain Operations, Hosting & Infrastructure, Quality Assurance, Training, Customer Success and Team Leadership.

Equally, if you simply love looking after customers and want to become exceptionally good at it, that’s a career path we value too.

A Final Word

You don’t need to be a domain name expert before you join us. We can teach you about DNS, domains, hosting and our systems.

What is much harder to teach is empathy, curiosity, ownership and a genuine desire to help people.

If you’re the sort of person who gets satisfaction from turning a frustrated customer into a happy one, enjoys solving problems and believes great customer service means doing a little more than the customer expected, we’d love to hear from you.