At a Glance
- Tasks: Be the go-to person for clients, solving their tech issues and ensuring smooth onboarding.
- Company: Join Third Bridge, a global research firm with a focus on expert insights.
- Benefits: Enjoy 25 days of holiday, health insurance, and a personal development budget.
- Other info: Work flexibly, enjoy social events, and contribute to innovative projects.
- Why this job: Help shape a new client support team and make a real impact from day one.
- Qualifications: Experience in customer success or SaaS support is a plus; strong communication skills are essential.
The predicted salary is between 35100 - 42900 £ per year.
Third Bridge is a leading global research firm established in 2007, with a team of over 1,500 employees worldwide dedicated to fueling decisions with expert insights. We accelerate and enhance decision-making for investors and business leaders by unearthing unique expert insights across multiple sectors, geographies, and topics. For nearly 20 years, we’ve helped clients access knowledge on demand from experts, in-person and through our Library covering over 65,000 companies.
Third Bridge is establishing a new, dedicated Client Support team to serve as the primary bridge between our clients and our internal technical and product functions. As a Customer Support Specialist, you will bring a hybrid profile combining strong client-facing and programme management skills with enough technical capability to navigate complex product configurations, investigate issues, and work alongside engineering and product teams. You will own the client relationship throughout the support lifecycle, ensuring issues are followed through to resolution while keeping all stakeholders informed.
Key Responsibilities- Primary Client Contact: Act as the key point of contact for clients, providing dedicated coverage and faster triage for incoming requests.
- Client Onboarding & Configuration: Liaise with teams post-launch to ensure correct platform setup, manage access levels, and resolve login capabilities. Own post-deployment configuration queries across Third Bridge's product suite, including data feeds, MCP, and agentic offerings.
- Technical Investigation: Conduct initial triage across all incoming tickets regardless of priority level. Own investigation and resolution for P2–P4 issues; for P1 issues, lead the client communication and escalation process through to resolution even where the technical fix may sit with another team.
- Cross-Functional Collaboration: Navigate internal teams effectively, knowing when to loop in Account Managers, Tech Success for complex issues, or Product teams for feedback.
- Knowledge Base Ownership: Build and maintain the team's internal knowledge base, capturing learnings from every ticket resolved. Ensure common issues are documented so they can be resolved faster over time and where possible deflected through AI-assisted tooling.
- Product Communication: Translate client feedback and identified issues into actionable product enhancement suggestions for the Product team.
- Issue Ownership: Take full responsibility for ensuring issues are tracked to completion, maintaining high standards for service level agreements (SLAs).
- Tooling: Use and maintain our support platform (such as Intercom or Atomicworks) to log, triage, track, and report on client tickets. Contribute to the configuration and improvement of AI-assisted workflows that help the team respond faster and deflect common queries.
- Professional Background: Prior experience in Customer Success, Technical Account Management, or SaaS support within an enterprise environment. Experience working with sophisticated, premium clients (such as private equity firms, hedge funds, or financial institutions) is a strong advantage given the nature of Third Bridge's client base.
- Communication Skills: Exceptional written communication skills, with a focus on clarity and professionalism in asynchronous interactions.
- Technical Aptitude: Comfortable navigating technical concepts including API documentation, authentication flows, and platform configuration. Experience with enterprise SaaS platforms or API-based products is a strong advantage. You won't be expected to write code, but you should be able to investigate an issue methodically, read a log, and understand what you're looking at.
- Stakeholder Management: Ability to manage both client expectations and internal stakeholder communication seamlessly.
- Problem-Solving: A proactive approach to technical troubleshooting and investigation.
- Comfort with Ambiguity: Able to operate effectively in an environment without established processes, and motivated by the opportunity to build structure from scratch. This is a founding role, as you will help define how the function works, not just follow a playbook.
This is a rare opportunity to build something from the ground up. You will be joining as a founding member of a brand new function, with the autonomy to shape how client support works at Third Bridge, from the processes and tooling to the knowledge base and escalation model. You will work closely with AI-powered support products at the frontier of what is possible in enterprise support, and have direct visibility to senior leadership as the function establishes itself.
How will you be rewarded?- Vacation: 25 days (which increases to 28 days after 2 years of service) plus UK Bank Holidays
- Learning: personal development allowance of £1000 per year
- Health and wellbeing: private medical insurance and healthcare cash plan, a variety of health and wellbeing events to focus on mental health, Ride to Work scheme (savings on bikes and accessories)
- Future and family: pension contributions of 4% (increases with tenure) and life insurance of 4x of your base salary
- Flexibility: work from anywhere for one month per year, 2 annual volunteer days, 2 personal days when life throws you a curveball and 'Summer Fridays'
- Rewards: get points through our colleague-to-colleague recognition programme to spend on hotels, gift cards, donations to charity and more
- Social: optional social gatherings, daily breakfast and snacks, social events
- ESG: CSR, Environment and Diversity & Inclusion (including Women at Third Bridge, Pride and Blkbridge)
- Frontline Innovation: your chance to share your ideas for improvement through Hackathons and other events
Third Bridge values your trust and is committed to the responsible management, use, and protection of personal information. By submitting a Third Bridge job application, I hereby provide Third Bridge (including Third Bridge's affiliates and relevant third-party suppliers) with my consent to collect, store and process my personal information for the purpose of recruitment administration, as well as to share such personal information with third parties for the same purpose, in accordance with the Candidate Privacy Notice. We know that to be truly innovative, we need to have a diverse team around us. That is why Third Bridge is committed to creating an inclusive environment and is proud to be an equal opportunity employer. If you are not 100% sure if you are right for the role, please apply anyway, and we will be happy to consider your application.
Client Support Engineer in London employer: Third Bridge
Third Bridge is an exceptional employer located in Greater London, offering a dynamic work culture that fosters professional growth and development. With competitive salaries, commission opportunities, and a strong emphasis on health and wellbeing, employees are supported in achieving both personal and career goals while contributing to meaningful client relationships.
StudySmarter Expert Advice🤫
We think this is how you could land Client Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Third Bridge. 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 Third Bridge 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 Client Support Engineer in London
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 Third Bridge:Your cover letter is your chance to shine! Tell us why you want to work at Third Bridge 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 Third Bridge!
How to prepare for a job interview at Third Bridge
✨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.
