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Technical Support Specialist

  • Bristol
  • Operations
  • Full time
  • R-0002539


We’re Dojo

Since launching Dojo in 2019 to address business owners’ pain points across the UK, we’ve seen incredible growth as a scaling fintech, welcoming over 60,000 new customers and growing the Dojo team to 900+ people across five locations. In that time, we’ve also introduced Dojo Virtual Queues & Bookings and the Dojo restaurant finder app, formerly known as WalkUp and loved by 600 restaurants and 600,000 diners across the UK. Find out more about the journey we’ve been on here

Today, we work towards our mission to empower businesses to thrive in the Experience Economy by creating the tools and technology that turn transactions into meaningful relationships. For our business customers, that means fast funding, the fastest payments, smart integrations, and efficient virtual queues & bookings - all with instant insight across the board. For over 600,000 diners across the UK, that means getting seated at their favourite restaurants in just a couple of taps on the Dojo app. Whether it’s for busy business owners or hungry diners, every Dojo product is built to address real customer pain points by our dedicated teams in London, Bristol, Hull and Belfast. 

Customer Service in Bristol

Customers are the most crucial part of our business. They come first in everything we do. Every conversation you have with a customer is important to the whole team. When you identify a problem, everyone wants to fix it. You're the frontline, the face of the company, the person with the most significant insights into what it's like to use Dojo. You're helping business owners, genuinely passionate people, get paid. You're a protector, advisor, problem-solver and supporter. You're a champion. And you'll be handsomely rewarded as such, with pay that reflects impact and the trust to hold us accountable and keep us on track.

We’ve won 3 awards at the European Contact Centre and Customer Service Awards including silver for ‘Best New Contact Centre in Europe’ - this is a true testament to the amazing team we have here! 

The Role

We’re looking for passionate and engaging Technical Support Specialists to join our team, to provide outstanding technical support to our customers and work closely with our front line service team to resolve escalated customer issues across a number of products and services.

You may have a background working in a similar escalated customer care environment; ultimately you love understanding how things work and have a natural proficiency for problem solving. 

You’ll be able to identify our customers’ needs through troubleshooting, resolve their problems and have an ability to communicate with our customers, delivering an outstanding service which goes above and beyond, on every occasion to every customer. You’ll gain satisfaction from bringing resolution and insight to each customer, helping them get back to what they do best - running their own business.

To be there for our customers when they need us the most, we operate an out of hours shift pattern (with hours between 8am - 11pm 7 days a week). We want the best talent, so we’ll pay the best - our Technical Support Specialists are rewarded with a top of market rate package of £34,080 plus the opportunity to earn up to £3,000/year bonus, based on individual performance.

What you will do ... 

  • Provide technical support to our customers, performing remote troubleshooting through diagnostic techniques (over the phone, live chat and email)

  • Provide support, guidance and build positive relationships with our internal customers, the front line Customer Service team 

  • Take ownership of any challenges through to resolution, working towards ‘One Call Resolution’

  • Utilise several in-house and external systems 

  • Build an excellent knowledge base of our systems and products 

  • Identify where we can do better for our customers and work closely with other departments, predominantly in the Customer Success Tribe, to drive continuous improvements

What you will bring ...

  • Ideally you’ll have proven experience in a similar technical or customer support environment

  • A passion for understanding how things work; perhaps you really enjoy troubleshooting calls, or you like using your initiative getting to the bottom of customers issues 

  • Possess outstanding communication skills, maintaining composure and customer focus 

  • Self-motivation and able to work as part of a team

  • Proactivity with the ability to anticipate and resolve issues.

  • Strong troubleshooting skills; a logical approach to problem solving combined with an analytical mindset

  • Have confidence when being confronted with new systems and enjoy the challenge of building knowledge of new products and services

  • The ability to build relationships with colleagues and stakeholders

  • Flexibility to work shifts between 8am and 11pm Monday - Sunday, including bank holidays

Our values

At Dojo, we’re curious . We have an insatiable desire to learn and innovate. And we’re relentless . We persevere even when it’s easier not to. But, we’re nothing without our customers, who drive everything we do. From day one, Dojo was built on real customer pain points and every one of us is customer-obsessed

Creating a more diverse, equitable and inclusive Dojo

Dojo’s 60,000+ customers reflect the diversity of the UK High Street. Building diverse teams that are representative of that to develop and deliver our business strategy is fundamental to continuing to create innovative products at Dojo. As a result, together, we achieve better outcomes for our customers and for Dojo. 

Regardless of age, disability, race, gender, religion, sexual orientation, culture, educational background, parental status, neurodiversity or disability - whoever you are, if you’re passionate about your work, curious, relentless and customer-obsessed, we want to hear from you.

We pride ourselves on fostering a sense of community, which is only made stronger by each individual at Dojo, so you'll have the opportunity to meet a variety of people across levels, teams, and experiences throughout the interview process. 

Find out more about our benefits and what it’s like to work at Dojo at