Career Opportunity - Customer Experience

We make Burp Suite, the world's most widely used software for web security testing. Our cutting-edge software is used by over 80,000 customers in 163 countries to help them secure their web applications, and our educational and research output is used by millions of people globally to learn about web security.

Role details: Customer Experience

Timeframe: Permanent position.

Location: Knutsford, Cheshire, United Kingdom.

We are minutes from the M6, and easily commutable from Manchester, Stockport, Wilmslow, Warrington, Chester, Crewe, Macclesfield, and Northwich.

Salary: We pay excellent salaries above the normal market level, and this is always determined based on your individual skills and contribution.

Benefits: Excellent salaries, 8% employer pension contribution and many more. More information on our benefits can be seen here.

Discover why we work better together

Life assurance: 4x salary.

Income protection: full pay for first 6 months of incapacity followed by 75% of salary plus pension contribution.

Private medical insurance (Bupa).

Holidays: 25 days plus public holidays.

Working hours: Core hours are 9am to 5pm, with flexibility to start any time between 8am and 9.30am.

Apply, or ask any questions

The opportunity

Join us in leading customer-focused initiatives and shaping experiences that leave lasting impressions. Here's your chance to influence how our customers interact with our products and help them unlock their full potential.

About you

You're passionate about the customer experience. You enjoy problem-solving, identifying opportunities to make improvements across people, processes and systems, supporting the customer at each interaction, whilst balancing empathy with efficiency.
If you're the kind of person who loves collaborating with others to bring ideas to life, you have a curious mind that likes a challenge, and you see feedback as an opportunity to grow, this is the role for you!
You enjoy interacting directly with customers, understanding their needs, and tailoring your approach to exceed expectations.
You're not afraid of taking ownership and you collaborate across teams to get things done.
You're a problem-solver always finding effective solutions that turn challenges into opportunities.
You can focus on the small details whilst being able to see the bigger picture
In your spare time, you love staying up-to-date with the latest tech trends and constantly look for ways to develop your skills and knowledge.
You need a role where your passion for customer service and your desire for continuous learning are met with opportunities to lead and grow.

Key responsibilities

Working in the Customer Experience team, your goal is to make every interaction our customers have, as seamless, and effective as possible. You will be the voice of the customer, working across departments to ensure we are delivering on our promise of exceptional service.
Respond to inbound customer enquiries with efficiency, providing helpful solutions that leave customers feeling supported and satisfied.
Enhance the customer experience by identifying opportunities to improve touchpoints and overall customer satisfaction.
Lead customer feedback initiatives, turning insights into actions that drive product and service improvements.
Collaborate across teams, from product to marketing, ensuring that customer feedback informs strategy and decision-making.
Support customer growth by helping them find the best solutions and ensure they are using our products to their full potential.
Develop new processes that streamline customer interactions, leveraging technology and automation where appropriate.

Essential skills/experience

Bachelor's degree 2:1 or higher.
Strong skills in data analysis to make data-driven decisions.
2-3 years experience working in a customer-facing role, demonstrating the ability to deliver customer-centric support.
Proven ability to empathize with customers and support their requirements.
Excellent communication and collaboration skills, with experience working across teams.
Strong organizational skills, with the ability to prioritize tasks, work with urgency and drive projects to completion.

Desirable skills

Familiarity with cybersecurity or a background in tech would be a plus.
Previous experience in project management.
Experience in handling complex customer accounts.
Experience using Salesforce or similar CRM platforms to manage customer data and interactions.

Why join PortSwigger?

We are a passionate group of people from a diverse range of background who work together to produce amazing outcomes for our customers and our colleagues.
- See why our colleagues love coming to work and get a good feel for what we do via our blog, LinkedIn company page and Twitter.
Our culture is our most important superpower, and our biggest differentiator as an organization.
- To find out more about the culture at PortSwigger, how we work together as a business and the way we operate on a day-to-day basis, read our Staff Handbook.
We give everyone the chance to drive their own professional and personal development whilst getting all the support they need from their team leaders and Tribal Elders.

Rewards and benefits

We firmly believe in paying people what they're worth, not just what we can get away with or what they could earn elsewhere. We pay excellent salaries above the normal market level which is always determined based on individual skills and contribution. 95% of our people report themselves as mostly or completely satisfied with their salaries and benefits. In addition to a generous base salary, we offer share options and a comprehensive benefits package.

More information can be found on our rewards page.

Meet the Swiggers

We are a diverse group of people with a wide range of interests and backgrounds. What Swiggers have in common is that they all love their work and are exceptionally good at what they do.

Jess H, Culture Champion

Mike S, Software Developer

Mohamed H, Software Developer

Meet the Swiggers

Vacancy

Customer Experience

An exciting growth opportunity to drive customer satisfaction and loyalty in a fast-growing, high-impact technology business.

Humans aren't resources. PortSwigger is its people; they aren't just a means to the company's ends.

Role details: Customer Experience

The opportunity

About you

Key responsibilities

Essential skills/experience

Desirable skills

Why join PortSwigger?

Rewards and benefits

Meet the Swiggers

What to expect from the application process

Why work at PortSwigger?

View all available positions