Product Specialist

Permanent employee, Full-time · Remote UK

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About us
Cronofy is a high-growth technology company headquartered in Nottingham, UK, with offices in London and Amsterdam. Our mission is to Schedule Everything For Everyone.

Over the past 8 years, we’ve grown a self-sustaining, profitable business serving businesses around the world. From market leaders like GoDaddy, Houzz and Indeed through to the smallest tech start-ups. We're truly international, with over half of our customers in the US with the remainder across EMEA and APAC.

Our success to date has been driven by providing the underlying technology powering scheduling in SaaS applications. We're now working with enterprises directly, helping them address scheduling challenges at the business function level in recruiting, support and service as well as organization-wide.

The role
We are looking for a Product Specialist to help support our customers with onboarding and using our Cronofy Scheduler. The Cronofy Scheduler is a powerful real-time scheduling tool that gives users complete control over their schedules and empowers them to share personalised, real-time scheduling links with their contacts.

This role will be responsible for ensuring our customers experience a smooth onboarding process and are set up to be as successful as possible with the Cronofy Scheduler.

We are looking for the right candidate who is comfortable working directly with customers and has the capacity to quickly become an expert in all aspects of the Scheduler. A high level of product knowledge will be crucial to the success of this role. The right candidate will ensure that the Cronofy Scheduler is able to deliver its absolute maximum value to the customer.

You’ll work closely with the Support Team Lead, who will assist with ensuring the correct onboarding processes are in place. You will work as part of a highly successful and driven Support Team, with a 94% Customer satisfaction rating and G2 awards for best in class support.

You will be responsible for taking the lead on suggesting and implementing process improvements to ensure our customers undergo a smooth onboarding process and that they are successful in the use of the Scheduler going forward.

There are no retention or financial targets for this role as delivering best in class service and product support to our customers is the core purpose of this role. There is potential to incorporate aspects of Customer Service going forward.

How we work
We can support a predominantly remote, office-based or hybrid working model. We really do value face to face time and, under normal circumstances, encourage teams to spend regular time together at our offices or suitable locations. Our Support Team is currently based in Nottingham (HQ), London and Amsterdam.

We work hard but insist that everyone considers the balance between this alongside life and responsibilities outside of work.

We are direct with our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taken personally.

How you'll work
  • Taking ownership of Cronofy Scheduler onboarding processes
  • Building strong rapport and developing relationships with our growing client base
  • Maintaining the exceptionally high levels of customer service provided by the team
  • Suggesting and implementing improvements to our onboarding processes
  • Ensuring scalability of Cronofy Scheduler onboarding practices going forward
  • Providing feedback to the Support Team Lead
  • Being the point of contact for customer success
  • Reviewing and updating product documentation and learning content

Your capabilities
  • You’re experienced in the field of customer support
  • You’re comfortable with working directly and proactively with customers
  • Previous use of support tooling - Zendesk preferably but not essential
  • An ability to identify areas for improvement
  • An ability to work autonomously
  • An ability to learn new products and concepts quickly
  • Comfortable with taking on new and unknown tasks

It would also be of benefit (but not essential) if you had a second European language e.g. French, German, Dutch etc.

Hiring process
  • A 30 minute introductory call with our Head of Talent
  • A 30 minute introductory call with our Support Team Lead
  • A 60-90 minute panel interview with our Support Team Lead and Head of Information Security, where we will:
    • Answer your questions
    • Discuss your work history
    • Dive into the Cronofy culture
    • Ask you to present our Scheduler and its key features back to us, to demonstrate your understanding
  • You will be given the opportunity to set up one to one calls with members of the Cronofy team to help you assess cultural fit
What we offer
  • Basic salary £30,000 - £40,000 according to your experience
  • Pension scheme matched at 5%
  • 25 days days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you're not required to take them on the corresponding day.
  • 5 personal development days per year to use for L&D, charitable causes or similar
  • Private medical care with Bupa
  • Medicash Proactive cash plan for dental, optical etc.
  • EAP - Employee Assistance Programme providing 24/7 mental health support
  • Extended maternity and paternity leave for new parents and adoption
  • Pleo card for work expenses, hardware, travel etc.
  • A flexible approach to working; remote, office or hybrid
  • A principles driven culture that provides the framework for autonomous decision making and personal development

Our approach to equality, diversity and inclusion:
Cronofy exists to schedule everything for everyone. We can only achieve this goal when we strive to foster an inclusive working environment that inspires innovative thinking. We believe everyone at Cronofy should have equal opportunity to learn, create their best work, and grow in their careers.
We are looking forward to hearing from you!
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