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- Tasks: Lead technical deployment and support for AI Assistant and Chat products.
- Company: Join a fast-growing company empowering students globally since 2017.
- Benefits: Enjoy flexible work, 25 days leave, private healthcare, and mental health support.
- Other info: Open to applicants who connect with our mission, even if not all qualifications are met.
- Why this job: Shape the future of student recruitment while working in a supportive global team.
- Qualifications: Experience with SaaS onboarding, CRM integration, and strong communication skills required.
The predicted salary is between 30000 - 42000 £ per year.
About us
We’ve grown at an incredibly fast pace since our launch in 2017. We’re the trusted student recruitment partner to more than 600 higher ed institutions in 35 countries worldwide, including University of Cambridge, King's College London, Boston University, University of Southern California, NYU, HEC Paris, and Erasmus. We’ve raised over $33M from top-tier investors, and we’re on course to achieve our mission of empowering 10 million students to make the right choices in their higher ed journey.
Here’s where you come in
We’re now ready to take an even bigger leap. We’re transforming our product offering changing the way both prospective and current students make their life-determining decisions. This means that we need people like you to help us supercharge our growth and shape our future. As a Global Customer Implementation & Support Specialist, you’ll lead the end-to-end technical deployment of our AI Assistant and Chat products, from configuration and environment setup to CRM integration and troubleshooting. Acting as the primary contact for new and existing clients, you’ll manage onboarding, provide Tier 2 support, and serve as the go-to expert for product knowledge. You’ll ensure a smooth transition to live use and deliver confident, reliable post-deployment support.
What you’ll be doing
- You will split 50% of your time between Onboarding and Customer Support.
Onboarding
- Lead the technical deployment of Assistant and Chat products, including configuration, environment setup, and integration deployment.
- Manage end-to-end onboarding for new clients and provide post-deployment support to ensure smooth operational use.
- Act as the primary point of contact and subject matter expert for product-related queries and guidance.
- Conduct training sessions and workshops to guide clients through product functionalities and best practices.
- Collaborate with internal teams e.g. Product, Engineering, Customer Success to resolve issues, share insights, and continuously improve the onboarding experience.
- Provide timely and accurate reporting on onboarding status both internally and with appropriate customer contacts. Escalate any identified risks.
Customer Support
- Serve as the first point of contact for our global partner base resolving incoming issues via email and live chat in a timely manner.
- Manage Tier 2 technical troubleshooting and customer escalations, including resolving more complex issues via phone when required.
- Troubleshoot user reported problems and escalating bugs or technical issues in detail to the appropriate internal teams.
- Collect and share customer feedback with the product development team to support ongoing improvements.
- Create and update help centre content (articles and videos) to guide users through product features and common queries.
- Identify and implement new ways to manage ticket volumes and improve support efficiency.
- Support and mentor other team members to share knowledge and strengthen team capability.
What you need to have
- Technically competent in onboarding and implementation, with experience helping customers maximise their use of SaaS products.
- Demonstrated CRM integration experience.
- Proficient in tools like Jira, Salesforce, Zapier, Intercom, and similar platforms.
- Experienced in developing and executing tailored onboarding plans that meet individual customer needs and goals.
- Proactive and solutions-focused, with a track record of taking ownership, troubleshooting effectively, and finding creative workarounds.
- Committed to delivering high-quality customer service and exceeding expectations.
- Strong communicator, skilled in creating clear website content and delivering training presentations.
- Able to explain processes clearly and accessibly to diverse audiences.
- Reliable and adaptable, meeting deadlines and shifting priorities with strong attention to detail.
- Excellent interpersonal skills, comfortable working both independently and within a fast-paced, global team environment.
It would be a bonus if you could bring
- Familiarity with the higher education sector.
- Experience working in or with high growth tech companies (dynamic, fast-paced, always evolving), or a similar environment.
- Experience of working with browser consoles, device emulation, or log streams.
We know that typically some people only apply to jobs if they see themselves checking every box. We believe we’re more than boxes to tick. If you don't meet all the requirements but think you might still be right for the role or others, please apply anyway. We’re always keen to speak to people who connect with our mission and values.
About our team
We are a global, friendly and supportive team. We pride ourselves on consistently high CSAT scores and our cross-functional work to provide a world class customer service to our global partner base.
Perks and benefits
- Highly flexible work culture. Hybrid working.
- 25 days of annual leave plus national holidays and additional days at the end of the year for a company-wide shutdown!
- Enhanced maternity, paternity and adoption leave.
- Life insurance.
- Private healthcare provided by Bupa.
- Mental health support is provided by Spill.
- Pension matched up to 6%.
Are you ready to become a buddy? Apply now.
Please send a resume and showcase your motivations. Not quite ready to apply or have some questions? Then you can get in touch with the People Experience team at becomeabuddy@unibuddy.com.
Global Customer Implementation & Support Specialist employer: Unibuddy Limited
Contact Detail:
Unibuddy Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Customer Implementation & Support Specialist
✨Tip Number 1
Familiarise yourself with our AI Assistant and Chat products. Understanding the technical aspects and functionalities will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Showcase your experience with CRM tools like Salesforce and Jira. Be prepared to discuss specific examples of how you've used these platforms to enhance customer onboarding and support, as this is crucial for the position.
✨Tip Number 3
Highlight any previous experience in the higher education sector or working with tech companies. This background can set you apart and show that you understand the unique challenges and needs of our clients.
✨Tip Number 4
Prepare to discuss your problem-solving skills and provide examples of how you've effectively managed customer escalations. Being able to articulate your approach to troubleshooting will be key in demonstrating your fit for the role.
We think you need these skills to ace Global Customer Implementation & Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and technical deployment. Emphasise any previous roles where you managed onboarding or provided Tier 2 support, as these are key aspects of the job.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the higher education sector and how your skills align with the company's mission. Mention specific tools like Jira or Salesforce that you are proficient in, and provide examples of how you've successfully implemented SaaS products.
Showcase Your Communication Skills: Since strong communication is crucial for this role, consider including examples of how you've effectively communicated complex information to diverse audiences. This could be through training sessions or creating help centre content.
Highlight Problem-Solving Abilities: Demonstrate your proactive and solutions-focused mindset by sharing specific instances where you've taken ownership of a problem and found creative workarounds. This will show your potential employer that you can handle the challenges of the role.
How to prepare for a job interview at Unibuddy Limited
✨Showcase Your Technical Skills
As a Global Customer Implementation & Support Specialist, you'll need to demonstrate your technical competence. Be prepared to discuss your experience with onboarding and implementation of SaaS products, as well as your familiarity with CRM integration. Highlight specific tools you've used, like Jira or Salesforce, and any relevant projects you've worked on.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service skills. Prepare examples of how you've handled complex customer issues or technical troubleshooting in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Your Communication Skills
Strong communication is key in this role. Be ready to explain technical concepts in simple terms, as you will be training clients. Practice articulating your thoughts clearly and concisely, and consider preparing a brief presentation on a product feature to showcase your ability to convey information effectively.
✨Research the Company and Its Mission
Familiarise yourself with StudySmarter's mission and values, especially their focus on empowering students. Understanding the company's goals will help you align your answers with their vision during the interview. Show genuine enthusiasm for their mission and how you can contribute to it.