Customer Support Agent (Maternity cover)

Job title: Customer Support Agent (Maternity Cover)
Location: Ashby de la Zouch
Contract: 6 month Fixed Term Contract

About Us

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end- to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content.

Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specializing in technology.

Role Summary

We are seeking an L1 Support Agent to join our Support team on a 6‑month maternity cover basis. This is a frontline role responsible for delivering high-quality customer support, acting as the first point of contact for customers, and ensuring a positive support experience through clear communication and effective issue handling.

Key Responsibilities

• Handle inbound customer contacts via phone and other support channels
• Log, track, and manage customer issues in the ticketing system
• Perform initial triage and basic troubleshooting of issues
• Communicate clearly with customers, including setting expectations and timelines
• Provide regular updates to customers on ticket progress
• Escalate more complex issues to L2 with clear and accurate information
• Maintain high-quality ticket documentation and attention to detail

Skills & Attributes

• Strong customer empathy and ability to build rapport
• Excellent communication skills (verbal and written)
• High attention to detail and accuracy when recording information
• Ability to stay calm and professional under pressure
• Organised, reliable, and able to manage multiple tasks

Experience & Requirements

• Previous customer service or support experience preferred
• Experience using ticketing/CRM systems is beneficial
• ERP experience is desirable but not essential
• Basic technical aptitude and willingness to learn

Working for Us

At Cyncly, we call our team OneCyncly—a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life.

We value diversity of experience, perspective, and skill, and thrive through openness, trust, and respect. You’ll join a team that takes ownership, solves problems, and focuses on making an impact.

We encourage curiosity, welcome new ideas, and view mistakes as opportunities to learn. You’ll enjoy flexible and autonomous ways of working, supported by leaders committed to your growth.

We celebrate individuality and encourage everyone to bring their authentic self to work—because together, we build something better.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in—come join us.