At a Glance
- Tasks: Design and implement AI-driven automations to enhance customer success operations.
- Company: Join Glassbox, a leading innovator in digital experience solutions.
- Benefits: Competitive salary, diverse culture, and opportunities for professional growth.
- Other info: Be part of a diverse team that values curiosity and continuous improvement.
- Why this job: Make a real impact in a fast-paced environment with cutting-edge technology.
- Qualifications: 4-6 years in CS Operations and experience with AI automation.
The predicted salary is between 63000 - 77000 £ per year.
- Norwich, England - Customer Success - Full-time - Intermediate
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- The Company
Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences.
Glassbox is a leading force in shaping digital experiences.
It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more.
Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences.
Its solutions are trusted by highly regulated organizations, including So Fi, Cal, and many others.
We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.
The Opportunity
As the
Customer Success Operations and AI Specialist , you will be a critical hands-on expert embedded at the heart of our customer success organisation.
Serving some of the world's largest financial services institutions, you will work directly with the CCO supporting leaders across Support, Consulting Services and Customer Success Management - building, operating, and continuously improving the business applications and AI-powered workflows that underpin consistent, high-quality customer experiences.
This is a senior individual contributor role with significant cross-functional reach and visibility, suited to someone who wants to do meaningful, complex work and grow with the organisation over time.
What You Will Do
- AI implementation
- Design and build AI-based automations that streamline Operational Workflows.
- Integrate and utilize AI tools - including Claude and Gemini - into the existing tech stack, with a focus on data security standards suitable for regulated financial services environments.
- Integrate AI tools with leading business platforms (Salesforce Service Cloud, Google Workspace, Slack, Snowflake and Omni).
- Business Applications Administration & Configuration
- Implement, administer, and optimise all business applications across Support, Services and Customer Success Management.
- Document and maintain business processes and system requirements.
- Configure application workflows, automations, notifications, and process controls.
- Deploy changes and perform user acceptance activities.
- Maintain system data quality and ensure operational consistency.
- Reporting & Adoption
- Drive adoption of operational best practices across all customer-facing teams.
- Build and maintain operational dashboards and reports for customer success leadership.
- Monitor operational compliance to identify exceptions and trends.
- Educate and encourage use of business applications and AI tools.
- What you will need
- 4-6 years of experience in CS Operations, Revenue Operations, or Business Operations.
- Experience working in a B2B Saa S company.
- Demonstrated experience building and deploying AI automations in a business context.
- Technical Skills
- Proven, hands-on experience using AI to automate business processes - not just operating tools, but building and optimizing them.
- Experience working with CRM, Customer Success Platform, and Support Tickets Management Applications.
- Ability to build reports, dashboards, and analyse operational data.
- Understanding of workflow automation concepts and system integrations.
- Strong Excel or Google Sheets data analysis skills.
- Preferred Experience
- Experience with leading large language model platforms such as Claude and Gemini.
- Experience with enterprise CRM/Support Ticket systems (Salesforce).
- Experience with the Google Workspace suite.
- Experience with Customer Success platforms (e. g., Planhat).
- Personal attributes
- Strong attention to detail and organisational skills.
- Curious and proactive problem solver.
- Excellent communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Team player with a customer-centric mindset.
- Our Commitment
At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, age, nationality, religion, or background.
We believe diverse perspectives make us better, and that potential matters just as much as experience.
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CS Operations and AI Specialist in Norwich employer: SessionCam
Glassbox is an exceptional employer that fosters a dynamic and inclusive work culture, perfect for those looking to thrive in a remote-friendly environment. With a strong emphasis on employee growth, you will have access to continuous learning opportunities and the chance to collaborate with talented professionals on cutting-edge technologies like AWS and Kubernetes. Located in Norwich, the company offers a unique blend of flexibility and innovation, making it an ideal place for DevOps Engineers seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land CS Operations and AI Specialist in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SessionCam. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SessionCam before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CS Operations and AI Specialist in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SessionCam:Your cover letter is your chance to shine! Tell us why you want to work at SessionCam specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SessionCam!
How to prepare for a job interview at SessionCam
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
