User Support Officer - Fully Remote

1 day, 17 hours ago
Part-time
Mid Level
Customer and Technical Support
mySociety

mySociety

mySociety provides technology, research and data to help people be active citizens, in more than 40 countries around the world. mySociety is a charity, empowering people through digital means. We share our code and support so that others can do the sam...

Professional Services
11-50
Founded 2003
$1M raised

Description

  • Provide frontline user support across FixMyStreet, TheyWorkForYou, WhatDoTheyKnow and WriteToThem.
  • Manage incoming support enquiries, triage requests, prioritise cases, and respond in a timely and consistent manner.
  • Identify high-priority, sensitive, legally significant, or safeguarding-related cases and escalate or handle them appropriately.
  • Follow enquiries through to resolution while maintaining clear communication with users and accurate case records.
  • Handle personal and sensitive information in line with data protection law and internal policies.
  • Flag recurring issues, trends, and gaps in guidance to the Digital Service Manager and programme teams.
  • Maintain accurate service data, including contact details for public authorities and elected representatives.
  • Update help pages, internal guidance, and canned responses to improve consistency and efficiency.
  • Contribute to the ongoing improvement of support processes and user guidance.
  • Coordinate with colleagues across programme and technical teams as needed.

Requirements

  • Experience providing excellent user support, ideally in an online platform or information-intensive environment.
  • Ability to recognise sensitive or high-risk enquiries and take appropriate action.
  • Familiarity with data protection principles in a support or case-handling context.
  • Strong written communication skills with the ability to respond clearly and sensitively to a wide range of users.
  • Experience managing a high volume of open enquiries simultaneously without losing track of deadlines.
  • Sound judgement about when to act independently and when to escalate.
  • Strong organisational skills and a proactive working style.
  • Comfort working remotely and collaboratively with technical and non-technical colleagues.
  • Experience using helpdesk or ticketing systems such as Freshdesk or Zendesk is desirable.
  • Experience supporting users of online platforms, digital public services, or user-generated content communities is desirable.
  • Experience contributing to help documentation, knowledge bases, or user guidance is desirable.
  • Interest in freedom of information, civic technology, or public interest digital services is desirable.

Benefits

  • Permanent role with a salary of £28,000 to £30,000 FTE per year.
  • Pension contribution of 4% from the employer and 4% from the employee.
  • Fully remote working from anywhere in the UK.
  • Flexible hours and co-working spaces can be discussed.
  • Quarterly in-person team meetings to connect with colleagues.
  • Supportive, digital-first team environment.
  • Opportunity to work for a purposeful charity focused on democracy, transparency, and civic participation.

Interested in this position?

Apply directly on the company website

Apply Now

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