# Example: Improve a Job Description

Fictional company and role.

## What the user pasted

> Can you clean this up before we post it on LinkedIn? Hybrid, Dublin, 2 days in office.
>
> **Customer Support Rockstar (m)**
> Kestrel Home is a leading provider of smart heating solutions founded in 2011 by two engineers with a passion for innovation and a vision to transform how Europe heats its homes...
> Responsibilities: Responsible for handling inbound tickets via Zendesk. Responsible for troubleshooting thermostat connectivity issues. Responsible for escalating to L2. Manage CSAT. Other duties as assigned.
> Requirements: Bachelor's degree. 3+ years in customer support. Native English speaker. Excellent communication skills. Zendesk experience. Technical knowledge of Wi-Fi/networking. Thrives in a fast-paced environment. Young, dynamic team player. Full driving licence.
> We offer: competitive salary, pension, 25 days holiday.

## What the skill produced

# Customer Support Specialist

**Location:** Dublin · **Working pattern:** Hybrid, 2 days a week in the office · **Contract:** [TBC] · **Pay:** [Pay range: TBC]

You will help customers get their smart thermostats working. You will answer their tickets in Zendesk, fix Wi-Fi connection problems and pass cases to our second-line team when needed.

## What you will do

- Handle inbound customer tickets in Zendesk
- Troubleshoot thermostat connection problems
- Escalate cases to the second-line (L2) team
- Manage customer satisfaction (CSAT)

## What you need

- Experience in a customer support role [TBC: confirm if 3 years is essential]
- Excellent written and spoken communication
- Zendesk experience
- Technical knowledge of Wi-Fi and networking

## Nice to have

- A degree [TBC: confirm if needed]

## What we offer

- Pension
- 25 days holiday
- [Pay range: TBC]

## What the hiring process looks like

[TBC: interview stages, who the candidate meets and rough timing]

## How to apply

[TBC: how to apply and what happens next]

Kestrel Home makes smart heating products and was founded in 2011.

[Company adjustments (accommodation) statement: TBC]

[Company equal-opportunity statement: TBC]

---

## Wording check

| Original | Issue | Suggested |
|---|---|---|
| "Rockstar" | Gender-coded | "Customer Support Specialist" |
| "Thrives in a fast-paced environment" | Vague | Removed; describe the real pace [TBC: e.g. tickets per day] |
| "Full driving licence" | No stated job reason; no driving in the duties | Removed; add back if the job needs it |
| "Competitive salary" | Vague; not a range | [Pay range: TBC] |

Protected-characteristic phrases are not listed here.

## Change log

| Change | Why |
|---|---|
| New title | Gender-neutral and searchable |
| Opening now describes the job; company history cut to one line | Candidates decide in the first lines |
| "Responsible for…" rewritten in active voice | Clearer for the candidate |
| Degree moved to nice-to-have | Not linked to any duty; manager to confirm |
| "3+ years" softened, flagged TBC | Skills over years; manager to confirm |
| "Other duties as assigned" removed | Adds nothing for the candidate |
| Driving licence removed | No driving in the duties; manager to confirm |

Comments were left out because they referred to protected characteristics (gender, age, nationality).

## Questions for the hiring manager

1. What is the pay range? Many places require it to be shared early; check the rules where you hire.
2. Is a driving licence needed for any part of the job?
3. Are 3 years of support experience and a degree truly essential?
4. What is a typical day like: how many tickets, and how fast must they be answered?
5. What is the contract type, how do people apply, and what are the interview stages?
6. Please share your standard adjustments and equal-opportunity statements.
