Remote Support Specialist UK - Fleetio SaaS — Columbus
Traveler-Friendly Insight
This role is listed as remote-friendly (Fleetio has been remote-first since 2012), which is promising — but there is a critical constraint for digital nomads: the schedule is fixed at Monday–Friday, 10am–7pm BST (UTC+1). This means you must reliably work UK business hours, which limits your viable nomad destinations significantly.
- Western Europe (Lisbon, Tallinn, Berlin): Ideal timezone alignment. Portugal's Digital Nomad Visa (D8) and Estonia's Digital Nomad Visa are well-suited — both allow remote work for non-EU employers. Cost of living in Lisbon is moderate (~$2,000–$2,800/month), making a UK-level salary very comfortable.
- Southeast Asia (Bangkok, Bali): BST afternoon hours translate to late-evening or overnight shifts locally (e.g., 5pm–2am in Bangkok). This is a dealbreaker for a healthy lifestyle unless you are a night owl.
- Medellín, Colombia: UTC-5, meaning 10am BST = 5am local. Not workable for standard daytime living.
The $125 quarterly business expense stipend and Mac laptop + equipment stipend are useful for remote setups, but there's no explicit coworking or home-office allowance beyond these. The role also requires phone-based support, so a stable, low-latency internet connection is non-negotiable. Overall, this role suits nomads based in Western or Central Europe much more than those in Asia or the Americas.
A little about us… Fleetio is a modern software platform that helps thousands of organizations worldwide manage their fleet operations. Transportation technology is a hot market, and we're leading the charge with raving fans and new customers signing up every day. We raised $450M in our Series D funding round in March of 2025 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation!
More about our team and company:
- Fleetio overview video: https://www.youtube.com/watch?v=YoXyXTFWbkg
- Our careers page: https://www.fleetio.com/careers
The Customer Support team is seeking a knowledgeable and customer-focused individual to join our team as an Associate Customer Support Specialist in the United Kingdom. As an Associate Customer Support Specialist, you will be the first point of contact for our fleet management software, providing basic technical support and product knowledge to our customers. You will play a critical role in ensuring customer satisfaction, resolving complex technical issues, and delivering exceptional support experiences. This position requires a deep understanding of fleet management software, strong problem-solving skills, and the ability to communicate technical concepts effectively.
Who you are
The ideal candidate has served as the primary point of contact for basic technical support and product-related inquiries from customers in the software space. You've provided exceptional customer service through various channels, including phone and email, while maintaining a high level of professionalism and empathy. You can demonstrate comprehensive knowledge of fleet management software, including a basic understanding of its features, functionalities, and integrations. Excelling in collaborative team environments, you will work closely with Support Specialists and Shift Leads to escalate customer issues to the appropriate team. You continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives.
This role reports to the Customer Support Manager. The schedule for this role is Monday through Friday, 10am – 7pm BST.
Responsibilities:
- Serve as the primary point of contact for basic technical support and product-related inquiries from customers using Fleetio.
- Provide exceptional customer service for tier 1 tickets via phone calls while maintaining a high level of professionalism and empathy.
- Demonstrate comprehensive knowledge of our fleet management software, including a basic understanding of its features, functionalities, and integrations.
- Investigate complex software issues reported by customers, collaborating with Support Specialists, SMEs, Shift Leads, and Support Engineering teams to identify and escalate customer issues to the appropriate team.
- Continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives.
Your Experience:
- Previous experience in a customer support or technical support role, preferably in the software industry.
- In-depth knowledge of fleet management software and related technologies is a plus!
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues effectively.
- Excellent communication skills, both verbal and written, with the ability to convey technical concepts to customers clearly and concisely.
- Customer-centric mindset with a passion for delivering exceptional support experiences.
- Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
- Proficiency in using customer support tools and software, including ticketing systems, CRM software, and remote support tools.
- Flexibility to work occasional evenings or weekends to accommodate customer needs.
Benefits:
- Multiple health/dental coverage options (100% coverage for employee, 50% for family)
- Vision insurance
- Incentive stock options
- 401(k) match of 4%
- PTO – 4 weeks (increases at year two!)
- 12 company holidays + 2 floating holidays
- Parental leave – birthing parent (16 weeks paid), non-birthing (4 weeks paid)
- FSA & HSA options
- Short and long term disability (short term 100% paid)
- Community service funds
- Professional development funds
- Wellbeing fund – $150 quarterly
- Business expense stipend – $125 quarterly
- Mac laptop + new hire equipment stipend
- Fully stocked kitchen with tons of drinks & snacks (Birmingham, AL only)
- Remote working friendly since 2012 #LI-Remote
Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need.
This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.
If you have a disability or a special need that requires an accommodation to fill out the online application, please let us know by calling (205) 718-7500.
Frequently Asked Questions
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