IMP Software

Entry-level Customer Support role resolving software issues, assisting customers with platform configuration, documenting incidents, and supporting product knowledge development, with progression opportunities into Customer Success, Account Management, or Implementation.If you’re early in your career, curious about how software works, and you like solving problems for people, this role is a strong place to start. You’ll join our support team, learn our platform inside out, and build the foundations to move into roles like Customer Success, Account Management or Implementation as you grow with us.You don’t need years of experience. We care more about how you think, how you communicate, and how much you want to learn.About IMP SoftwareIMP Software was founded by financial experts and former multi-academy trust (MAT) professionals who knew first-hand how hard MAT finance can be. We build the only budgeting, forecasting and reporting platform designed specifically for multi-academy trusts. In under five years we’ve gone from a standing start to being used by most of the country’s large trusts.We’re a team of around 140 people who care about the product and about each other. We know our success depends on hiring good people and keeping them, so we invest in progression, flexibility and funded development. The culture is respectful, supportive and fun.What you’ll be doingAnswering customer queries through live chat and tickets, and seeing them through to a resolutionInvestigating issues, working out what’s going wrong, and fixing it or escalating it to the right person with clear communication throughoutLogging incidents accurately, with replication steps and expected outcomes, so our developers can resolve them quicklySpotting gaps or errors in our user guides and AI-generated responses, and feeding back to the team who own them so customers always get accurate, up-to-date answersConfiguring application settings to match each customer’s needsTaking ownership of your own learning: digging into new products and features as they launch, using everything available to you, and making yourself the go-to expertHelping out across the team wherever you’re needed. It’s a growing business, so there’s always something new to get stuck intoWhat you’ll learnHow a fast-growing B2B SaaS business works from the insideTechnical troubleshooting and how software is built and releasedThe world of school and MAT finance, a specialist area that makes you valuableHow to communicate clearly with customers, including senior finance professionalsA strong grounding in our platform, which is the best starting point for progressing into other roles in the business, such as Customer Success, Account Management or ImplementationWho we’re looking forA logical thinker who enjoys working through a problem until it’s solvedSelf-motivated, the kind of person who figures things out rather than waiting to be shownA person who genuinely wants to help customers and puts them firstA clear communicator, both in writing (chat and email) and on a callAble to explain things simply and clearly to customers of all levelsComfortable using ExcelHungry to learn and keen to develop with usNice to have, but not essentialA degree or recent graduate background (any subject)Experience in a customer-facing role, including part-time, retail or hospitality workAn interest in finance, education or technologyWhat you’ll get27 days’ holiday plus bank holidays, with the option to buy up to 5 moreFunded and encouraged CPD, because we want you to growRemote-first flexible working, with a broadband allowance and home office stipendRegular team socialsAXA health insurance, including dental, optical and mental health coverEnhanced maternity and paternity leaveLife assurance (4x basic salary)

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