Customer Support Specialist

Customer Support Specialist role at Echobox

We are a fast‑growing, research‑driven AI company building solutions that help online publishers transform challenges into opportunities. Our products are used by leading media names such as The Times, Le Monde, The Guardian, and Vogue.

Our team values high responsibility and independence, and you will work closely with Customer Success, Sales, Product, and Engineering teams.

About the Role: We seek an enthusiastic, agile, diligent, and highly organized specialist who will cover both Customer Success and Customer Support functions. This hybrid role balances proactive initiatives with hands‑on technical support to ensure clients receive strategic guidance and timely assistance.

Customer Success (12pm – 6pm UK Time)

• Provide empathetic, timely support via training sessions, consultations, Executive Business Reviews, and ongoing guidance.
• Monitor and improve engagement, fostering long‑term relationships and high renewal rates.
• Identify opportunities to optimise product use and unlock additional value for clients.
• Collaborate with Product to share customer feedback and help shape the roadmap.
• Advocate for the customer’s voice across the business and pursue upsell opportunities to drive revenue growth.

Support (6pm – 9pm UK Time)

• Respond promptly to support tickets, troubleshoot technical issues, and provide practical solutions.
• Escalate complex problems to Product or Engineering while maintaining clear client communication.
• Keep accurate records of interactions to identify recurring issues and trends.
• Contribute to the creation and improvement of support documentation and resources.
• Offer proactive guidance to prevent issues and ensure a seamless user experience.

Requirements

• 2+ years of experience in Customer Success, Customer Support, or a related role.
• Fluent spoken and written English; additional languages are a bonus.
• Excellent time‑management, organisational, and multitasking skills.
• Comfortable working in a hybrid role that balances proactive and reactive duties.

Preferred Requirements

• Additional language skills.
• Prior SaaS industry experience, ideally in a B2B environment.
• Proven expertise in managing relationships, driving product adoption, and ensuring retention.
• Exceptional organisational and analytical skills with initiative for building positive relationships.
• Strong interest in artificial intelligence and its impact on publishing and other industries.