Customer Support Representative

Overview

Jaggaer is a global provider of AI-powered procurement software for complex sourcing, supply and spend. More than 1,400 global enterprises across manufacturing, public sector, higher education and other industries use our platform to manage sourcing, contracts, invoicing, payments and supplier relationships in one place. 

Jaggaer One connects Source-to-Contract, Procure-to-Pay and Supplier Intelligence, with embedded AI (JAI) that helps teams move faster, stay compliant and make better decisions. Our platform supports a supplier community of more than 13 million and manages $2.9 trillion in annual spend. 

Behind the technology is a global team guided by our TEAM values: Transparency, Entrepreneurial Spirit, Accountability and Metrics-Driven Results. For more information, visit www.jaggaer.com.

What We're Looking For

We are looking for a Customer Support Specialist to help customers and suppliers resolve technical issues in Jaggaer software. This role connects customers with internal teams, analyses interfaces and workflows, and manages customer relationships and escalations to support effective and timely issue resolution.

Principal Responsibilities

• Provide technical support to customers and their suppliers using JAGGAER software.
• Investigate, document, and coordinate the resolution of technical issues.
• Act as a point of connection between customers and internal teams, including Development, Project Management, and Professional Services.
• Analyse customer-specific and project-specific interfaces and workflows to identify issues and support resolution.
• Manage customer communication and escalations with appropriate ownership and follow-through.
• Develop and maintain knowledge of relevant internal solutions and support processes.
• Explain technical concepts clearly to non-technical stakeholders.

Position Requirements

• Good understanding of business processes and confident use of standard computer applications.
• Strong customer focus and clear written and verbal communication skills.
• Ability to remain effective and professional when managing time-sensitive issues and escalations.
• Ability and willingness to learn new products, processes, and technical concepts.
• Structured problem-solving skills and a solution-oriented approach.
• Ability to organise work independently, take ownership of assigned issues, and collaborate with internal teams.

What We Offer

• An international and professional working environment with global career opportunities.
• A trust-based and flexible working culture, alongside competitive commission and bonus schemes.
• A hybrid work model with up to two days per week in the office located in the heart of Farringdon, London.
• Working hours: 9AM – 6PM, Monday-Friday.
• A work-from-abroad policy for up to one month per year.
• A day off for your birthday and two additional paid volunteering days.
• Private health insurance, dental insurance, and a health cash plan.
• Subsidised gym membership.
• Salary sacrifice schemes, including pension and Cycle to Work.
• Regular office initiatives, including weekly breakfasts, social events, and seasonal celebrations.

Equal Opportunity

Jaggaer is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based on race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

Our Values

At Jaggaer, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them — the way we collaborate, innovate, solve problems, and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.

Transparency – Openness Builds Trust

Candor strengthens relationships, speeds decision-making, and ensures problems are solved together—with customers, teammates, and partners.

Entrepreneurial Spirit – Own It, Drive It, Make It

A customer-focused, problem-solving mindset is at the cornerstone of both organizational and personal growth.

Accountability – Thumbs In, Not Fingers Out

We take responsibility ourselves before pointing elsewhere.

Metrics-Driven Results – Outcomes Over Activities

Data and evidence guide our decisions, help us correct course quickly, and ensure we are delivering meaningful impact.

Where required for the role, candidates must be willing to undergo a background screening process in accordance with UK Security Clearance (SC) standards.

#LI-AF