Customer Support Specialist

About the role

Memrial is a private family archive for photographs, home videos and the stories behind them. Families write to us when an upload stalls, an invitation does not arrive, or they cannot find a relative in the family tree. This role is the calm, clear voice that gets them moving again.

You will join a small support team and work closely with product and engineering. Most of the job is written. We care more about careful explanations than fast one-line replies.

What you will do

• Answer customer questions by email during United Kingdom working hours.
• Help with sign-in, uploads, invitations, storage and billing questions.
• Reproduce issues clearly and pass them to engineering with the detail they need.
• Keep short, accurate notes so a colleague can pick up a conversation.
• Spot the questions we get often and help us rewrite help pages so fewer people need to ask.
• Test fixes before we tell customers a problem is resolved.

What we look for

• Experience in customer support, helpdesk or a similar written support role.
• Clear, patient writing in English.
• Comfortable learning new software and explaining it to people who are not technical.
• Reliable home working setup with stable internet.
• Able to work United Kingdom hours.

Nice to have

• Experience with cloud storage, photo or video products.
• Familiarity with a helpdesk tool such as Zendesk, Intercom or Front.
• An interest in family history or digitisation.

What we offer

• 28 days holiday plus public holidays in your country.
• Remote-friendly roles with light hybrid time in Bristol or Valencia.
• A yearly learning budget for books, courses or conferences.
• Equipment of your choice, plus a budget to make your home setup work.
• Paid parental leave.
• A family product culture. We build for households, and we work like one.