Technical and Customer Support Advisor
We're a fast growing start up where there are always opportunities to develop. This role covers both customer and technical support meaning you have real opportunities to grow in our business.
This role will be titles Retail Support Advisor internally
About Us
Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41b in the UK. In addition to our independent retailers, we serve most of the major convenience store players, including Spar, Nisa and Premier.
Snappy exists to enable local high street businesses to serve their customers online so that local communities thrive, and revenue stays local. Retailers have seen revenue uplifts of between £5k and £120k per month, making the platform mission critical to local business.
Our location
We are a Scottish start-up with just over 130 colleagues based around the UK and offices in Dundee and Edinburgh.
You'll be working full-time from our Dundee HQ (City Quay), including evenings and weekends on a rotating schedule.
About the team
Our Technical Support and Customer Support teams are changing. We’re a fast-changing company and we’ve brought in skills from across the business to our Retail Support team. You’ll be fixing technical issues, supporting marketing campaigns and liaising directly with our retailer clients.
This is an exciting time to join this team as you’ll be able to make a difference and work with colleagues from across the business.
About the role
The Retail Support Advisor will be both the first point of contact for both retailers and shoppers, and the first point of contact to solve some of our technical issues (don’t worry, full training is provided AND you’ll have support teams to escalate to).
Your day-to-day will include:
- Handling queries from retailers & customers via phone, email, WhatsApp, and social media
- Troubleshooting our tech- this includes changes to internal admin platforms ,updating retailer settings and updating our range of menu’s
- Supporting with basic marketing campaigns (full training is given and this isn’t about creating new content 😊)
- Managing payment issues
- Spotting trends and helping improve how we work- we’re a fast growing business so everyone has a chance to show where we can add value
This is a varied, hands-on role for someone who’s curious, organised, and enjoys getting stuck into the detail. Successful applicants will work with teams from across the business so this is a great opportunity to learn and develop your career in an interesting, growing business.
To be successful in this role, you’ll be/have:
- Worked with tech- whether it be administrating, tweaking or fixing problems with it
- Real experience working with customers or clients- this is a client-facing role
- A multi-tasker, who thrives when juggling priorities and working to deadlines
- Detail-oriented, with great data entry and written skills
- Really organised, comfortable following multiple processes and managing workflows
- Tech-savvy and quick to learn new tools and platforms
Bonus points if you've used CRM systems or Canva and have experience working in retail, or retail-facing organisations.
Who you are is as important to us as what you can do. Do these values and behaviours sound like something that would come naturally for you?
- Community: Thrive in team-based environments where you each share the workload and the success.
- Be Snappy: Work at-pace to meet the needs of numerous stakeholders.
- Breaking Barriers: Think of ways to solve problems- we’re a growing business to creative thinking is a real benefit.
- Craic on: Succeed when working with a range of stakeholders.
If you’re someone who enjoys helping others, is confident with systems, and thrives in a dynamic environment, we’d love to hear from you!
What’s in it for you
Why should you consider joining Snappy in this role? Working with a high-growth tech start-up is an exciting and dynamic experience! During your time with us, you'll have the opportunity to develop professionally and apply your learning to help scale the business rapidly. If you're eager to learn and grow, there’s no limit to what you can achieve here.
Scroll below to read more about our Snappy Reward.
Applying
Don’t forget to include a cover note that tells us why you are interested in the role and shares more about who you are and what matters to you.
- Department
- Retailer and Customer Services
- Locations
- Dundee
Dundee
Benefits and perks
-
Holidays
Your leave entitlement starts at 32 days and increases the longer you’re with us – we love to reward loyalty
-
Birthday day off
Take any day off during the week of your birthday to celebrate the occasion -
Paid sick leave
We know no-one plans on getting sick, but believe it’s important you can focus on resting and recuperating when you do -
Paid company parental leave
To let you spend more time getting to know your new addition -
Paid bereavement leave
To support you through some of life’s toughest times -
Paid domestic violence leave
To support you through some of life's most difficult times
-
Cycle to work scheme
Save money, stay fit and help save the planet -
Employee Assistance Programme
Confidential external support when facing challenges, whether personal or professional, for you and your family -
Company pension scheme
To help you save for your future -
Referral bonus
Help us grow by referring great talent to Snappy. If we hire them, we pay you £1000. -
Performance-related reward
Depending on your role, you could be eligible for a performance-related bonus or share options
Join a Growing, Impact-Driven Team
We’re a fast-growing scale-up with 130+ colleagues spread across the UK.
Some of our roles are based in our Dundee and Edinburgh offices, some are remote, while some other roles require colleagues to be on the road visiting retailers every day. But wherever you're based, you are enabled to operate at your best and to drive our growth ambitions.
What Does That Mean?
It means working in an environment where:
✅ Everything you do connects back to a bigger purpose—creating a world where technology levels the playing field allowing businesses and their local communities to thrive
✅ You’re empowered to be a ‘growth-hacker’—finding creative, innovative solutions to scale our impact
✅ Leaders lead with empathy—they genuinely care about people, not just numbers
✅ You can learn and grow fast—if you love a challenge and want to be closer to action, this is where you need to be!
✅ Collaboration is key—peer support and cross-team problem-solving are how we win
Your Voice Matters at Snappy
In our fast changing environment, we want you to shape how we grow:
💡 Have an idea? Attend weekly fire-side chat with the CEO or add an idea to our Snappy Suggestions tool—your input informs our priorities
🎤 Got a question? Ask it at our bi-monthly Basecamp (town hall) and get real answers
📚 Want to shape our culture? Join our Social Committee or one of the employee resource groups and help us build a learning mindset
📊 Want to improve Snappy? Complete our engagement survey—we listen and act
At Snappy, you’re not just another employee—you’re part of building something that matters
About Snappy Shopper
🚀 Be part of the future of Q-commerce.
🔗Visit our website or download the Snappy Shopper app and experience the convenience for yourself!
Already working at Snappy Shopper?
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