Job Description

About Helpbox

Helpbox is a dynamic, fast-growing accountancy firm dedicated to helping small businesses across the UK manage their finances with confidence. We are expanding our remote team and need a proactive, reliable and articulate Customer Onboarding & Support Representative to join us.

Role Overview

You will play a key role in welcoming new clients to Helpbox and ensuring they have a smooth start. From hosting onboarding calls to setting expectations and collecting the information needed to deliver our services, you'll manage the full setup process in our systems while identifying opportunities to expand client use of our offerings. Alongside onboarding, you'll also support frontline operations by handling inbound calls, emails, and live chats through Freshdesk.

Key Responsibilities

Client Onboarding

Host structured onboarding calls to set expectations and build strong client relationships. Collect all necessary information and documentation from clients to ensure services can be delivered smoothly. Accurately set up new clients on our internal systems. Deliver early value by demonstrating how Helpbox will support their business goals. Identify and flag opportunities for upsells or additional services during onboarding interactions. Act as a trusted point of contact for new clients during their first phase with Helpbox.

Frontline Support

Handle inbound phone, email, and live-chat enquiries during UK business hours. Triage and transfer queries, resolve them directly where possible, or book appointments with the relevant team. Develop knowledge of FAQs and accounting basics so you can resolve more queries independently over time. Record all interactions accurately in Freshdesk and maintain up-to-date client records. Deliver clear, professional, and solutions-oriented service in every client interaction.
Working Hours

Monday to Friday, 09:00 - 17:30 UK time 30-minute unpaid break each day
What We're Looking For

Excellent written and spoken English, confident with UK-based clients Previous experience in onboarding, client success, or Freshdesk (or similar help-desk platform) Clear telephone manner and strong active-listening skills Warm, solutions-oriented, customer-first attitude Organised and detail-oriented, able to manage multiple onboarding sessions and client conversations Eager to learn the basics of UK accounting and taxation Collaborative team player comfortable working remotely across time zones (Preferred but not essential) Prior experience in accountancy, finance, or supporting UK clients
What We Offer

Structured training programme covering onboarding processes, FAQs, systems, and accounting basics Clear career-development path toward client success, advanced support, or account management roles Full remote flexibility with all necessary hardware and software provided Supportive, friendly team culture committed to continuous improvement
Job Types: Full-time, Permanent

Pay: R290000,00 per year

Work Location: Remote