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Implementation and Support Specialist - Closing date 25 May 2026

This is a hands-on role at the centre of the VisitOne customer journey. Reporting to the CEO this role will work closely alongside our engineering and commercial colleagues. Remote (UK)

The Role

As we continue to grow, we’re looking for an Implementation and Support Specialist to help deliver outstanding onboarding experiences and provide exceptional support to our customers.

This is a hands-on role at the centre of the VisitOne customer journey. You’ll own client onboarding, platform configuration, integration coordination and post go-live support, working closely with clients, integration partners, product and engineering teams to ensure implementations are delivered smoothly and efficiently.

You’ll report to the CEO and will be our first dedicated implementation hire, working alongside a small engineering team and our commercial colleagues. This role is ideal for someone who enjoys combining technology, customer interaction, problem-solving and operational ownership. You’ll play a major role in shaping how VisitOne delivers and supports customers as the business scales and while it starts highly hands-on, there is genuine scope to help build and lead our onboarding and customer success function over time.

This role is ideal for someone who enjoys combining technology, customer interaction, problem-solving and operational ownership. You’ll play a major role in shaping how VisitOne delivers and supports customers as the business scales — and while it starts highly hands-on, there is genuine scope to help build and lead our onboarding and customer success function over time.

What You’ll Be Doing

Client onboarding & implementation

  • Own new client journeys from contract signature through to successful go-live
  • Understand client guest experience requirements and configure the platform accordingly
  • Coordinate with third-party integration partners to ensure integrations and dependencies land successfully
  • Deliver onboarding and platform training to clients
  • Plan, coordinate and execute successful go-lives
  • Help clients adopt and maximise value from the platform

Client support

  • Act as first-line client support
  • Triage, prioritise and manage support issues
  • Diagnose configuration issues versus product or technical issues
  • Maintain SLA tracking within the support platform
  • Keep clients consistently informed and updated
  • Deliver a responsive and professional support experience

Process & documentation

  • Develop, improve and document onboarding and go-live processes
  • Improve support workflows and operational efficiency
  • Create and maintain templates, questionnaires and standard responses
  • Keep support and self-help documentation accurate and up to date
  • Help build scalable customer operations as the company grows

Feedback & continuous improvement

  • Provide structured customer feedback to product and engineering teams
  • Identify friction points in onboarding and support journeys
  • Suggest platform, process and usability improvements
  • Help improve customer satisfaction and long-term retention

What Success Looks Like

Within your first 12 months, you’ll have:

  • Reduced average client time-to-go-live
  • Improved onboarding consistency and client experience
  • Increased customer satisfaction and support responsiveness
  • Helped reduce dependency on senior engineering and commercial staff during implementations
  • Improved the quality and usage of self-service support documentation
  • Become a trusted operational owner within the business

What We’re Looking For

Essential

  • A confident, customer-focused communicator who enjoys building strong relationships
  • Technically curious and business-minded, with strong analysis and problem-solving skills
  • Exceptional organisation and self-motivation
  • A good understanding of either ticketing or EPOS ecosystems (ideally both, but we’ll happily teach you the other)
  • Ability to translate client requirements into practical platform configurations
  • Existing right to work in the UK

Highly Desirable

  • A degree in a relevant subject (computing, maths, engineering, business) or equivalent practical experience
  • Experience working with arts, culture, hospitality or live entertainment organisations
  • Hands-on experience with SaaS support tooling (Zendesk, Intercom, Freshdesk or similar)
  • Familiarity with APIs, webhooks or system integrations
  • Basic SQL or comfort querying data
  • Prior remote-first working experience

What You’ll Get

Compensation & leave

  • Salary: £54,400
  • 30 days paid annual leave inclusive of public holidays, increasing by 1 day per completed year of service up to 35 days
  • Personal benefits allowance of £2,400per year to allocate however suits you — for example, extra pension contribution, private medical cover, additional annual leave or wellbeing benefits. We set it up with you on joining and revisit at each annual review
  • Share options
  • Auto-enrolment pension as standard, with the option to direct your benefits allowance into additional employer contributions if pension is your priority
  • On-call allowance and hourly call-out payments

Working pattern

  • 35 hours per week across 5 days, with flexible working by agreement
  • Remote-first (UK-based), with one day per month in our London or Brighton office and occasional travel to client sites
  • Attendance at industry events worldwide
  • Travel to London, client sites and industry events is expensed

Other benefits

  • Home-office setup budget
  • Annual learning & development budget
  • High ownership and visibility within a growing SaaS company
  • Direct involvement with product, engineering and commercial teams
  • Opportunity to work with leading arts and culture organisations
  • Genuine scope for future growth and leadership responsibility

How to Apply

Send your CV and a short note (no formal cover letter required), telling us why this role appeals to you to: 

 [javascript protected email address]. Closing date: 25 May 2026. We aim to respond to every applicant within two weeks.

Interview process

We try to keep this efficient and respectful of your time:

  1. 30-minute introductory call
  2. A short working session walking through a realistic implementation scenario with the team
  3. Final conversation with one or two team members

Inclusion & Accessibility

VisitOne is an equal opportunities employer. We welcome applications from candidates of all backgrounds, and don’t make hiring decisions on the basis of age, disability, gender identity, race, religion, sexual orientation or any other protected characteristic.

If you need any adjustments during the recruitment process — for example a different format for documents, extra time, or a quieter interview environment — let us know and we’ll arrange it.

We’re currently only able to consider candidates with the existing right to work in the UK; we’re unable to sponsor visas for this role.

*no agencies please