remote customer support jobs

OVERVIEW
Tree View Designs is a leading provider of high-quality NHS GP practice websites and digital services. Due to continued growth, our support workload has increased and we are now looking for a dedicated Customer Support & Website Technician to work alongside our Support Lead. This is a full-time role combining customer service with hands-on website work.

PLEASE READ THE ROLE CAREFULLY
Applicants must include a brief message explaining why they are suitable for this position.

ABOUT THE ROLE

This role is a 50/50 split between customer support and technical website updates.

Day-to-day work involves responding to customer enquiries and updating GP practice websites through our CMS. Most updates are done directly within the CMS using editable components, but some advanced tasks require switching to source mode, where you will tweak HTML and Tailwind utility classes to adjust layout, spacing, formatting or component behaviour.

Full training is provided on our CMS, workflows and component structure.

Over the next year, we are launching a completely redesigned platform including a new CMS, CRM and Service Desk with modern technology, automation and agentic AI features. You will support customers as we transition to this new system.

KEY RESPONSIBILITIES

Customer Support (50%)

• Manage and respond to customer support tickets via HubSpot, primarily through email.
• Communicate clearly, calmly and professionally with NHS practice staff.
• Understand customer requirements and translate them into accurate website updates.
• Handle priority and premium support requests efficiently.
• Follow internal processes to maintain high standards and meet our 3-hour SLA.

Technical Website Work (50%)

• Update GP practice websites using our CMS.
• Create and edit pages using predefined components and layouts.
• Switch to source mode when required to adjust:
• HTML structure
• Tailwind utility classes (spacing, layout, typography, colour etc.)
• Ensure updates comply with accessibility standards (WCAG).
• Complete annual accessibility checks for customer sites.
• Work with images, page layouts and content formatting.
• Support the rollout and adoption of our upcoming CMS and platform.

REQUIRED SKILLS AND EXPERIENCE

Customer Support:

• Experience in email-based customer support or a similar role.
• Excellent written communication with a calm, professional tone.
• Ability to manage multiple enquiries and prioritise effectively.

Technical Website Skills:

• Competent with HTML (essential).
• Comfortable working with Tailwind utility classes, or willing to learn quickly.
• Experience working with any CMS platform.
• Ability to troubleshoot and fix layout or formatting issues in source mode.
• Understanding of accessibility principles (or willingness to learn).

Other Requirements:

• Strong attention to detail and accuracy.
• Comfortable working independently and managing a steady flow of tasks.
• Quick learner with good problem-solving abilities.

QUALITIES WE’RE LOOKING FOR

• Friendly, approachable and customer-focused.
• Calm and clear in written communication.
• Conscientious with excellent attention to detail.
• Well organised, able to prioritise and work under pressure.
• Proactive problem-solver with a positive outlook.
• Keen to learn modern web tech including our new CMS and Tailwind-based structure.

WHO THIS ROLE IS IDEAL FOR

• Someone who enjoys helping people but also likes hands-on technical tasks.
• Someone comfortable using CMS tools and making small HTML/Tailwind tweaks.
• Someone who wants to develop further in website structure, accessibility and the NHS digital space.
• Someone looking for stability, remote working and long-term growth.

BENEFITS

• Fully remote working.
• Christmas bonus (company-wide).
• Supportive, friendly team environment.
• Opportunities to grow as our platform and services expand.
• Flexible working within core hours (where possible).
• Paid training on our new CMS, CRM and AI-driven tools.
• Company-provided equipment.
• Regular wellbeing check-ins.
• Clear, structured onboarding and ongoing support.

Job Types: Full-time, Permanent

Pay: From £24,500.00 per year

Work Location: Remote