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About MagManager

MagManager is a UK software company providing an all-in-one management system designed specifically for magazine publishers. Our customers use MagManager to manage advertisers, bookings, invoicing, artwork, production, flat plans and digital magazines.

We're a small, friendly team and pride ourselves on providing personal, helpful support. As MagManager continues to grow, we're looking for another person to join our team to support and train our customers.

About the role

We're looking for someone with previous professional experience supporting customers using software, SaaS or business systems who enjoys helping people and is naturally good at investigating and solving problems.

You'll be one of the people our customers turn to when they have a question, something isn't working as expected, or they need help understanding a particular part of MagManager.

Some questions will be straightforward. Others will require you to investigate what's happening, understand what the customer is trying to achieve and work out the best solution. You'll need to be comfortable investigating a problem even when you don't immediately know the answer.

You'll also train new and existing customers, mainly through one-to-one sessions over Microsoft Teams.

You don't need to know MagManager – we'll teach you that. Full training on our system will be provided. What is important is that you already have experience supporting customers using software and are confident learning new systems, troubleshooting problems and explaining solutions clearly.

What you'll be doing

• Helping customers by phone, email and through our online help desk
• Investigating software and customer queries and finding practical solutions
• Providing one-to-one training and demonstrations over Microsoft Teams
• Helping new customers get set up with MagManager
• Supporting customers with the day-to-day use of the system
• Helping customers connect MagManager with accounting packages such as Xero, QuickBooks, Sage and KashFlow
• Updating and improving our online help articles and guides
• Creating occasional short help and training videos
• Helping us develop and improve our AI-powered customer support tools
• Identifying common questions and feeding customer suggestions back to the team

About you

We're particularly interested in someone who:

• Has previous professional experience providing customer support for software, SaaS or business systems
• Has excellent customer service skills and genuinely enjoys helping people
• Enjoys investigating problems and working out solutions
• Is patient and confident explaining software to people with different levels of technical ability
• Communicates clearly and professionally by phone and in writing
• Is organised and able to manage several customer queries at once
• Is confident using everyday business software, including Microsoft Excel
• Is comfortable learning new systems and technology
• Can work independently from home while still being an active part of a small team

Experience with Xero, QuickBooks, Sage, KashFlow or another accounting package would be particularly useful.

Experience within magazine publishing, media or advertising would be a real advantage. An understanding of advertising sales, bookings, artwork, invoicing or magazine production would be particularly relevant.

Experience providing software training, onboarding customers or creating customer help materials would also be useful.

Hours and location

This is a full-time, permanent, fully remote UK-based position.

Our normal working hours are Monday to Friday, 9am–5pm.

Applicants must currently be based in the UK and have the right to work in the UK.

Salary

£28,000–£35,000 per year, depending on experience.

How to apply

We're interested in finding the right person rather than simply receiving lots of CVs, so we'd like to know a little more about you.

Along with your CV, please answer the application questions provided. In particular, we'd like to hear about your previous experience supporting customers using software and an example of a time when you had to investigate a problem and work out a solution.

Please only apply if you are currently based in the UK and have previous professional experience supporting customers using software, SaaS or business systems.

Pay: £28,000.00-£35,000.00 per year

Benefits:

• Company pension
• Work from home

Application question(s):

• Are you available to work your agreed hours between 9am and 5pm, Monday to Friday?
• Are you comfortable providing customer support and training by telephone and Microsoft Teams?
• Which software or business systems do you regularly use and feel confident supporting? Please include any experience with Excel, Xero, QuickBooks, Sage, KashFlow or similar systems.
• Tell us briefly about a time when a customer or colleague came to you with a software or technical problem you didn't immediately know how to solve. What did you do, and what was the outcome?
• Please briefly describe any experience you have training or demonstrating software to customers, either one-to-one or in groups.
• How much is the MagManager Subscription?
• Are you aware this is a remote, work from home position?

Experience:

• SOFTWARE customer support: 1 year (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Location:

• United Kingdom (required)

Work Location: Remote