Customer Incident Responder
We are seeking a Customer Incident Responder to provide clear, timely and compassionate support to customers during service disruptions, technical incidents and other high-impact events. You will act as a central point of coordination between customers, support teams, engineers and operational stakeholders, ensuring that issues are understood, prioritised and progressed through to resolution. The role requires sound judgement, excellent communication skills and the ability to remain calm and organised in a fast-moving environment.
Your responsibilities will include monitoring incident channels and customer reports, assessing impact and urgency, coordinating investigations, and keeping affected customers informed through accurate and accessible updates. You will help establish incident timelines, record actions and decisions, escalate issues when appropriate, and ensure that customer commitments are tracked and fulfilled. You will also contribute to post-incident reviews by identifying communication gaps, recurring problems and opportunities to improve processes, documentation and customer experience. Where necessary, you may support out-of-hours incident response or participate in an agreed on-call rota.
Applicants should have experience in customer support, incident management, technical operations, service delivery or a similar environment. You will need strong written and verbal communication skills, confidence working with technical and non-technical audiences, and the ability to manage multiple priorities under pressure. Familiarity with ticketing systems, incident management tools, knowledge bases and collaboration platforms is desirable. You should be comfortable asking effective questions, interpreting technical information and communicating uncertainty without causing confusion. A structured approach to problem-solving, attention to detail, ownership of follow-up actions and a genuine commitment to helping customers are essential. Experience working with service-level agreements, root-cause analysis or continuous improvement processes would be advantageous.
Customer Incident Responder
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