What are the responsibilities and job description for the Customer Support Team Member position at Citrus-Lime Limited?
Customer Support Team Member
Location:
Hybrid position, office based in Norfolk, VA. Includes occasional travel around the US and Canada.
Salary:
Competitive salary – $45,000 – $55,000.
About Citrus-Lime:
Citrus-Lime is an exciting high-growth SaaS business providing a Cloud-based POS system to small and mid-sized retailers. We compete and win against large tech giants. We are profitable and growing fast with within the United States, whilst continuing to expand in the UK and Europe.
We’ve revolutionized the way that UK cycle retail works and helped SME companies compete and succeed against larger businesses. Following our successful rollout into the US market in 2022, we are looking to grow our US team.
This role provides support to retail customers by phone, live chat and in-person on-site, including troubleshooting, guidance and training for new clients. As part of a small, growing US team, you'll wear several hats in the same week — hands-on technical support, retail know-how for our customers, and a degree of account management. We need someone equally comfortable across all three, not just the technical side. You will work closely with various teams in the company, from Design to Development, finding solutions and ensuring a high level of customer service throughout. Customers get in touch on the phone and over live chat, so excellent communication skills are essential. Logical thinking, excellent organization, and a positive, determined attitude will serve you well in this role.
Key responsibilities:
- Provide first-class service to existing retail customers .
- Analyze problems and issues, seeking resolution and keeping customers informed throughout .
- Share practical advice on stock, POS operations and day-to-day retail best practice, not just fix software issues.
- Effectively escalate support cases to the internal development team when required.
- On occasion, you may be required to travel around the US and Canada to visit clients.
- Initial training will require a two-week trip to the UK.
Essential Skills:
- 1–2 years' experience in a retail environment (shop floor, retail operations, or retail technology support) — this is essential. General customer service experience alone won't cover what the role needs day to day.
- A sound grasp of ICT skills such as using MS Office .
- Strong verbal and written communication skills .
- Excellent organization and time-management.
- Upbeat and friendly attitude.
- Able to pick up new systems with ease.
- Passport and driving licence are required.
What’s in it for you?
- Hybrid Position, office based in Norfolk, VA.
- 40 hours per week (Monday–Friday, with alternate Saturdays after training)
- Regular video and face-to-face catch-up time with your colleagues.
- Contracted 40 hours per week (5 days per week with alternate Saturdays once fully trained).
- 20 days holiday plus public holidays.
- 401K plan.
- Competitive salary – $45,000 – $55,000.
- Rapid salary progression for those who demonstrate hard work and ability.
- Work alongside passionate and experienced people.
- Close engagement and support with management.
- A meritocratic environment that demonstrably rewards results.
If this sounds like the role for you, we’d love to hear from you. Please send your CV and accompanying cover letter to Talent@citruslime.com
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- 401(k)
Application Question(s):
- 1–2 years’ experience in a retail environment (shop floor, retail operations, or retail technology support)
Work Location: Hybrid remote in Norfolk, VA 23513
Salary : $45,000 - $55,000