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- Tasks: Provide exceptional support and guidance to clients while collaborating with various teams.
- Company: Join a fast-growing AI company revolutionising the publishing industry.
- Benefits: Gain invaluable experience, work in a dynamic environment, and enjoy flexible hours.
- Why this job: Be part of an innovative team making a real impact in the publishing world.
- Qualifications: 2+ years in Customer Support or Success, excellent communication skills, and a passion for AI.
- Other info: Opportunity to work with leading global brands and enhance your career in tech.
The predicted salary is between 30000 - 50000 £ per year.
About Echobox: We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel AI, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Times, Le Monde, The Guardian, Vogue and many more. Our team is our best asset. We work with extremely smart and talented individuals, who all enjoy a high degree of responsibility and independence in structuring their work. Do you think you have what it takes to be part of Echobox? We would love to hear from you.
About the Role: We are looking for an enthusiastic, agile, diligent, and highly organised Customer Support Specialist to cover both Customer Success and Customer Support functions. As a member of our dynamic team, you will gain invaluable experience working with our Customer Success, Sales, Product, and Engineering teams. This hybrid role will allow you to balance proactive Customer Success initiatives with hands-on technical support responsibilities, ensuring clients receive both strategic guidance and timely assistance when issues arise.
Key Responsibilities:
- Customer Success (12pm – 6pm UK Time): Provide exceptional, empathetic, and timely support to clients through training sessions, consultations, Executive Business Reviews, and ongoing guidance, ensuring they are fully equipped to succeed with the platform.
- Monitor and improve customer engagement, fostering strong, long-term relationships and ensuring high renewal rates.
- Identify opportunities for customers to optimise their use of Echobox products, helping them unlock more value and enhance their overall experience.
- Collaborate with the Product team to relay customer feedback, identify product gaps, and contribute to shaping the product roadmap.
- Leverage your SaaS experience to continually improve customer lifecycle management, focusing on retention, expansion, and satisfaction.
- Advocate for the customer's voice across the business, ensuring insights are integrated into company strategy.
- Identify and pursue opportunities to upsell additional services and features, contributing to revenue growth and deepening relationships.
- Support (6pm – 9pm UK Time): Respond promptly to support tickets, troubleshooting technical issues and providing practical solutions to clients.
- Escalate complex issues to the relevant teams (Product, Engineering) while maintaining clear communication with clients throughout the resolution process.
- Maintain accurate records of support interactions and resolutions to identify recurring issues and trends.
- Contribute to the creation and improvement of support documentation and resources for clients and internal teams.
- Provide proactive guidance to clients to prevent issues, ensuring a seamless user experience with the platform.
Requirements:
- 2+ years of relevant experience in Customer Success, Customer Support, or a related role, with a proven track record of excellence.
- Fluent written and spoken English, additional language skills are a bonus.
- Excellent time-management, organisational, and multitasking skills.
- Comfortable working in a hybrid role, balancing proactive Customer Success and reactive Support duties.
Preferred Requirements:
- Additional language skills.
- Prior experience in the SaaS industry, ideally within a B2B environment.
- Proven expertise in managing customer relationships, driving product adoption, and ensuring high customer retention rates.
- Exceptional organisational and analytical skills, with a knack for taking initiative and building positive, productive relationships with customers and colleagues.
- A keen interest in artificial intelligence and its potential impact on the future of publishing and other industries.
Customer Support Specialist in London employer: Echobox
Contact Detail:
Echobox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist in London
✨Tip Number 1
Get to know the company inside out! Research Echobox, their products, and their culture. This way, when you get that interview, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at Echobox. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer support and success. Think about how you can demonstrate your skills and experience in a way that aligns with Echobox's values and mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Echobox team.
We think you need these skills to ace Customer Support Specialist in London
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for customer support shine through! We want to see that you’re genuinely excited about helping clients and making their experience with our product exceptional.
Tailor Your Experience: Make sure to highlight your relevant experience in Customer Success or Support. We love seeing how your past roles have prepared you for this hybrid position, so don’t hold back on those specific examples!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to read and understand. Avoid jargon unless it’s relevant to the role!
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 keen to join our team!
How to prepare for a job interview at Echobox
✨Know the Company Inside Out
Before your interview, make sure you research Echobox thoroughly. Understand their AI technology, the challenges they solve for online publishers, and their key clients. This knowledge will help you demonstrate your genuine interest in the company and how you can contribute to their mission.
✨Showcase Your Customer Success Skills
Prepare specific examples from your past experience that highlight your ability to provide exceptional customer support and drive customer success. Think about times when you improved customer engagement or resolved complex issues, as these stories will resonate well with the interviewers.
✨Demonstrate Your Problem-Solving Abilities
Since the role involves troubleshooting technical issues, be ready to discuss your approach to problem-solving. You might even want to prepare for a hypothetical scenario where you need to resolve a customer issue on the spot. This will show your analytical skills and ability to think on your feet.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that reflect your interest in the role and the company. Inquire about the team dynamics, how they measure customer success, or what challenges they foresee in the future. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
