We’re hiring!

Join our team and play a key role in helping our clients succeed with RotaCloud!

As a Customer Support Specialist, you will be responsible for ensuring that customer queries, problems and complaints are responded to in a high-quality and timely manner, contributing to customer retention, advocacy and expansion.

What you’ll be doing:

• Engaging effectively with both new and long-standing customers across live chat, email, phone, and video channels, including participation in webinars and virtual training sessions as needed. 

• Taking ownership of customer issues from initial contact to resolution, ensuring they maximise their experience with RotaCloud.

• Reaching out to current customers via phone or video call to address questions, offering product insights, and suggesting ways to enhance their use of RotaCloud. Once trained, you will participate in webinars and virtual sessions to assist customers in getting the most out of the platform.

• You will develop in-depth expertise on RotaCloud’s features, capabilities, and updates, staying informed as the product evolves.

• Contributing ideas for product improvements and participating in shaping RotaCloud by providing feedback to the development team.

• Contacting lapsed customers via phone or video to gather feedback, understand reasons for cancellation, and identify reactivation opportunities.

• Document product improvements and issues, communicate with the development team, and keep customers updated on relevant progress.

• Analysing customer feedback and complaints to enhance the overall user experience. 

• We are currently trialling extended and additional shift patterns, so there may be the opportunity for overtime. 

You’ll thrive in this role if you:

• Have a natural knack for building rapport and trust with customers, stakeholders, and colleagues - fast.

• Foster a genuine passion for engaging with customers every day, helping them succeed, and showing off the real value of our product.

• Harbour a love of technology and curiosity about how things work.

• Possess the drive, enthusiasm, and a hunger to keep learning and growing.  

What we're looking for:

• 6 months to 1 year of experience in a customer-facing role, such as support, retail, or hospitality, where assisting customers and resolving issues was a key focus.

• Exceptional written and verbal communication; confidence in phone interactions, clear writing, and quick typing skills to explain complex topics simply and concisely.

• Ability to connect confidently with customers over video for webinars, virtual sessions, and one-on-one calls, as well as over the phone.

• Skilled at building trust and rapport with customers to maintain open communication and strong relationships.

• Interest in learning about new technologies and products, with a curiosity about how things work.

• Excellent time management and organisational abilities to balance a varied, fast-paced workload effectively.

• Passion for interacting with customers daily, with a genuine goal to assist them and demonstrate RotaCloud's benefits.

• Ability to quickly build rapport with customers, team members, and stakeholders.

• Enthusiasm for continuous learning and self-improvement to enhance skills and performance in the role. 

What’s in it for you?

• Salary £27k + bonus structure

• Hybrid flexible working 

• 34 days holiday (inc. BH's with a length of service increase to 41) & options to buy and sell

• Discretionary bonus

• Private healthcare 

• Paid lunch break 

• Enhanced family-friendly benefits

• £500 per year to spend on learning and development 

• Eye health support

• Paid time off for volunteering

• Fortnightly work events, monthly department lunches, bi-annual company events

And if this wasn’t enough, we have plenty more, less exciting, but equally useful benefits! 

Where you’ll be working

This is a hybrid role with 1-2 days a week spent in our open-plan office in the centre of historic York and the flexibility of working in your own home. 

What are you waiting for?!

Don't worry if you don't meet all of the criteria - we work with people, not CVs. So if you think you'd be a valuable addition to our team, please get in touch.

RotaCloud is a growth-stage technology company based in the centre of York, providing workforce management software to more than 5,000 small and medium businesses across the UK and worldwide. We’ve reached several million pounds in ARR without taking a penny of outside funding - and we’re just getting started.

To fuel our next stage of growth, we’re hiring a full-time Account Executive to convert inbound demand into long-term customers. This is a full-cycle SaaS sales role where you’ll own opportunities from discovery to close, run value-led demos, and build relationships that turn into revenue.

What you’ll be doing

You’ll own your opportunities end-to-end and be the commercial lead across the deal.

• Drive inbound opportunities from first touch to close

• Respond quickly, build momentum, and book high-quality meetings

• Qualify honestly and commercially — focusing time on best-fit, high-intent deal

• Build trust early with stakeholders and decision makers

• Run structured discovery that surfaces what really matters

• Understand customer context, pain points, success criteria and buying process

• Multi-thread deals with the right people involved at the right time

• Agree clear next steps and keep timelines and expectations tight

• Deliver tailored demos and clear proposals that close

• Deliver value-led demonstrations aligned to customer goals and constraints

• Handle objections confidently and professionally

• Create quotes/proposals promptly, manage pricing/terms within agreed guardrails, and progress decisions with purposeful follow-up

• Own pipeline discipline and forecasting in HubSpot

• Keep stages, notes, next steps and close dates accurate

• Track blockers, escalate support early (commercial terms/technical questions), and contribute to reporting that drives learning — not just volume

• Work closely with Customer Success, Marketing and Product

• Ensure clean handovers and strong onboarding readiness

• Share customer insights, objections and wins to improve messaging, materials and the trial experience

  
  What “good” looks like in this role
  You’ll be successful here if you:

• Keep lead response tight and create “speed-to-value” from the first touch

• Run consistent, high-quality discovery (and document it properly in HubSpot)

• Deliver demos that convert and proposals that move quickly to close

• Maintain excellent pipeline hygiene and credible forecasting

• Hand over cleanly to Customer Success so customers start strong

What we’re looking for

• Proven success in a SaaS Account Executive / closing role

• Experience selling to SMB and/or mid-market (and comfortable stepping into more complex, multi-stakeholder deals)

• Strong consultative selling: great questions, great listening, clear commercial judgement

• Confident running product demos and handling objections with senior stakeholders

• CRM discipline (HubSpot preferred): accurate pipeline management and forecasting

• Resilient, organised, collaborative - you follow through and you do what you say you’ll do

You’ll thrive in this role if you:

• Have strong commercial acumen and revenue focus

• Have first-class communication and negotiation skills

• Are able to manage complex, multi-stakeholder sales cycles

• Hold a collaborative mindset and team-first attitude

• Thrive under pressure 

• Possess a growth mentality and commitment to continuous learning 

What’s in it for you

• £30k–£35k basic + commission (depending on experience)

• Hybrid working 

• 34 days holiday (increasing to 41 days with length of service)

• Private healthcare

• Paid lunch break

• Enhanced family-friendly benefits

• £500/year learning & development budget

• Monthly department lunches and quarterly company events

…and plenty of other smaller, useful benefits too.
 
Where you’ll be working
This is a hybrid role with 2 days a week in our open-plan office in the centre of historic York, and the flexibility to work from home the rest of the time.

Ready to apply?
If this sounds like you, we’d love to hear from you. And don’t worry if you don’t tick every box — we work with people, not CVs. If you think you’d add value, get in touch.