Description:
The Business Applications Support Representative is a pivotal member of the Business Support organization, serving as the main point of contact for our internal Client Facing teams — including Sales, Partners, Customer Success, and Finance. At the core of this role is a passion for helping people: you'll be the go-to person on the ground for our internal teams, resolving their day-to-day business systems and process challenges so they can focus on what they do best.
This isn't just a ticket-closing role — we're looking for someone who genuinely enjoys being a resource for the people around them, spots patterns others miss, and takes initiative to fix problems at the root. You bring energy, curiosity, and a people-first mindset to everything you do.
Key Responsibilities:
Ticket Resolution & Customer Service
Own the end-to-end resolution of internal support tickets across a broad service catalog — covering Salesforce, CPQ, billing operations, activations, and more
Respond to and resolve tickets promptly, consistently hitting SLA targets and maintaining high CSAT scores
Handle escalations with confidence, knowing when to dig deeper yourself and when to loop in the right partner team (RevOps, Billing Dev, Finance, Tech)
Be a visible, approachable presence in the office — someone internal teams feel comfortable walking up to, knowing they'll get real help fast
Go beyond the ticket: take the time to understand the person behind the request, explain the "why," and make sure they leave the interaction better informed than when they came in
Process Improvement & Proactive Thinking
Don't just solve tickets — ask why they're happening in the first place. Identify recurring issues, surface root causes, and drive meaningful fixes that reduce ticket volume over time
Think creatively about how processes, automations, or documentation could make life easier for the teams you support — and then make it happen
Contribute to monthly enhancement requests and support reviews, bringing concrete data and fresh ideas to the table
Develop and maintain internal knowledge base articles and process documentation, keeping them accurate and easy to use
Support ticket deflection initiatives through self-service tooling, enablement content, and proactive communication about known issues or changes
Collaboration & Cross-Functional Work
Work closely with Revenue Operations, CPQ Tech, Billing Dev, Finance (AR, Billing, and Controllers), and R&D to resolve technical and procedural issues end-to-end
Build strong working relationships across the business — the more people know and trust you, the more effective you'll be
Stay current on system changes, policy updates, and process shifts so you're always a reliable source of truth for the teams around you
What We're Looking For:
A natural people person — someone who thrives in an office environment, builds relationships easily, and genuinely enjoys being helpful
A self-starter who doesn't wait to be told there's a problem; you notice it, own it, and fix it
Someone who balances high-volume ticket work with the drive to zoom out and ask "how do we stop this from happening again?"
A clear, confident communicator who can engage with anyone — from an AE with an urgent Salesforce issue to a Finance stakeholder reviewing a billing discrepancy
Qualifications:
3+ years of experience in technical support, revenue operations, or a related business systems role
Strong understanding of SaaS sales cycles and internal go-to-market operations
Hands-on experience with Salesforce and familiarity with CPQ or billing systems
Proven track record of process improvement and root cause analysis
Skills:
Strong problem-solving and analytical abilities, with a data-driven mindset
Proficiency in CRM systems (Salesforce), ticketing platforms, and business operations tooling
Excellent interpersonal and communication skills — warm, clear, and effective whether in person, on Slack, or in writing
Able to manage high ticket volumes without losing the human touch
Detail-oriented with a genuine commitment to quality, SLA adherence, and customer satisfaction
Preferred Qualifications:
Experience in a SaaS or high-growth tech environment
Salesforce administration experience
Familiarity with CPQ tools (e.g., DealHub), ERP/billing systems, or revenue operations frameworks
Experience supporting or partnering with Channel/Partner organizations
monday.com London, England Office
monday.com London Office
20 Rathbone Place, London, United Kingdom, W1T 1HY
