Job description

Hi 👋 I’m Andy, the Chief Customer Officer at Pinpoint.

We’re a high-growth, bootstrapped HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers.

To keep delivering an exceptional experience, we’re building a brand-new Technical Account Manager team to support our growing number of enterprise customers. This role blends 1:1 enterprise customer support with managing a queue of technical questions from smaller customers.

The fine print (but way more exciting):

This UK-based role is mostly remote, with in-person meetups a few times a year. Our HQ is in Jersey, UK, and our 70-person team is spread across the UK and US.
The TAM team is brand new. If you thrive in structured environments with everything neatly defined—this might not be the role for you. If you love rolling up your sleeves and figuring things out, you’ll fit right in.
We set a high bar for customer service. Our support team’s average first response time is under two minutes. Speed and efficiency matter.
Our customers use Pinpoint in different ways. Some need structured, ongoing account support. Others require quick-fire technical troubleshooting. You should be curious, proactive, and excited to tackle problems you’ve never seen before.
You’ll help onboard customers. That means manual (and increasingly automated) data uploads and data entry tasks.
This role is a mix of hands-on technical support and customer interaction. One moment, you’re troubleshooting an API issue. The next, you’re investigating a bug, handling data problems, or responding to a customer in Intercom. You’ll sit between developer-level support and standard user troubleshooting.
Our values shape who we are and how we work. We’re excited to meet candidates who share these principles and will bring these values to life in their work.

About the Role

Technical Support & Problem Solving

Be the go-to technical expert for enterprise customers
Troubleshoot APIs, integrations, and custom platform setups via video calls and email
Build reports, customize templates, and manage bulk data tasks (e.g., creating multiple jobs or importing candidate batches)
Monitor and respond in Intercom (chat-based support), keeping speed and efficiency top of mind
Investigate, debug, and resolve technical issues, documenting solutions to scale knowledge across the team

Customer Engagement & Relationship Management

Build trusted relationships with key customer stakeholders
Keep detailed documentation of customer needs, issues, and solutions
Balance high-touch enterprise support with handling a queue of technical tickets
Collaborate with Customer Success, Support, and Product teams to streamline onboarding and product adoption

Operation Excellence & Internal Collaboration

Juggle both ticket-based tasks and proactive account management responsibilities
Provide customer feedback to Engineering and Product teams to improve the platform
Develop a deep understanding of Pinpoint’s ATS, integrations, APIs, and workflows

Tech stack: Linear, Intercom, Hubspot, Postman

About You

2+ years in technical support or technical account management, ideally in SaaS
Bonus points if you have experience with APIs, debugging tools, HTML, CSS, and frontend troubleshooting
Comfortable handling both deep enterprise support and a steady queue of technical inquiries
Sharp problem-solving and project management skills—you stay organized, prioritize effectively, and resolve complex issues
Great at explaining technical concepts—whether to engineers or non-technical users
Customer-obsessed—you don’t just fix problems, you make the experience better
Adaptable and thrive in ambiguity—you figure things out, embrace change, and stay calm under pressure
Always learning, always improving—you’re excited to shape and grow this new team
Based in the UK with work authorization

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