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- Tasks: Provide empathetic support and strategic guidance to clients while troubleshooting technical issues.
- Company: Join a fast-growing AI company transforming the publishing industry.
- Benefits: Flexible hours, collaborative team environment, and opportunities for professional growth.
- Why this job: Make a real impact by helping leading media brands succeed with innovative solutions.
- Qualifications: 2+ years in customer support or success, strong organisational skills, and a passion for AI.
- Other info: Dynamic role with a focus on relationship building and client satisfaction.
The predicted salary is between 30000 - 42000 £ per year.
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.
- 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.
- 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.
- 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.
Customer Support Specialist employer: Echobox
Contact Detail:
Echobox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Echobox on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding their products and how they help clients. Show us that you’re not just another candidate; demonstrate your passion for AI and how it can transform publishing.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves troubleshooting, we suggest running through common customer support scenarios. This will help you feel more confident when discussing your approach during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Support Specialist role. Highlight any relevant experience in customer success or support, and don’t forget to mention your organisational skills and ability to multitask!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your enthusiasm for the role and the company. Mention how your background aligns with the responsibilities outlined in the job description, especially your experience in providing empathetic support.
Showcase Your Communication Skills: Since this role involves a lot of client interaction, make sure your written application demonstrates your excellent communication skills. Keep your language clear and professional, but let your personality shine through too!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at Echobox
✨Know the Company Inside Out
Before your interview, dive deep into Echobox's mission and products. Familiarise yourself with how their AI solutions are transforming the publishing industry. This knowledge will not only impress your interviewers but also help you articulate how you can contribute to their goals.
✨Showcase Your Customer-Centric Mindset
As a Customer Support Specialist, empathy is key. Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight how you’ve built relationships and driven product adoption, as this aligns perfectly with the role’s focus on Customer Success.
✨Demonstrate Your Problem-Solving Skills
Be ready to discuss specific technical issues you've resolved in previous roles. Think of scenarios where you had to troubleshoot or escalate problems effectively. This will showcase your ability to handle the reactive side of the job while maintaining clear communication with clients.
✨Prepare Questions That Matter
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, collaboration with Product and Engineering, and how success is measured in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.