Platform & Customer Operations Specialist in London

GlobalData operates an intelligence platform that empowers leaders to act decisively in a world of complexity and change. By uniting proprietary data, human expertise, and purpose-built AI into a single, connected platform, we help organizations see what’s coming, move faster, and lead with confidence. Our solutions are used by over 5,000 organizations across the world’s largest industries, delivering tailored intelligence that supports strategic planning, innovation, risk management, and sustainable growth.

GlobalData is at a pivotal point in its growth journey and we need curious, ambitious, courageous people to support us in achieving our vision to deliver intelligence that transforms uncertainty into opportunity for the world’s most successful organizations. Our big ambitions mean that life at GlobalData is fast-paced, entrepreneurial, and rewarding. Working together in an intellectually challenging environment, where learning is super-charged to keep us on our toes, the highly stimulating, fast-paced, global environment we operate in, and our bold ambitions result in unique learning opportunities for our people.

We are looking for a dedicated and detail-oriented Customer Operations Specialist to join our Customer Operations team. Reporting directly to the Customer Operations Manager, you will play a key role in ensuring the smooth and efficient delivery of services to our customers. In this role, you will serve as a central point of contact for customer enquiries and operational processes, working cross-functionally to resolve issues, improve workflows, and uphold the highest standards of service delivery.

What you’ll be doing

• Support & Ticket Handling
  • Act as the first point of contact for all internal queries related to customer operations tools submitted via Freshdesk relating to customer operations processes.
  • Triage, categorise, and prioritise incoming tickets, ensuring accurate categorising of queries.
  • Respond to and resolve tickets within agreed SLA timeframes, maintaining a high standard of communication.
  • Troubleshoot and resolve queries independently using available documentation, internal knowledge, and system understanding.
  • Escalate complex, technical, or high-impact issues to the Customer Operations Manager, providing clear context, investigation notes, and recommended next steps.
• Enablement & Training
  • Support onboarding of new internal users, including assisting with group training sessions and running 1:1 training sessions.
  • Create and update Knowledge Hub articles, FAQs, and troubleshooting guides based on common queries and recurring issues.
  • Assist in developing training materials such as step-by-step guides, process documentation, and quick-reference resources.
• Systems Knowledge
  • Identify inefficiencies in workflows or recurring support issues and suggest improvements to processes, documentation, or system usage.
  • Support data accuracy and consistency with all systems by following best practices and highlighting discrepancies.
  • Collaborate with the Customer Operations Manager to improve support processes, training approaches, and overall user experience.

What we’re looking for

• Required
  • 2+ years of experience administering a Customer Success platform, e.g. Planhat, Vitally, Churn Zero, Gainsight, or Salesforce or Hubspot.
  • Ability to translate business requirements into technical configurations.
  • Experience with data management, integration, and maintaining data integrity.
• Preferred
  • Experience administering Planhat.
  • Background in customer success, support, or operations roles.
  • Experience using Freshdesk or another helpdesk/ticketing tool.
  • Exposure to writing articles, FAQs or internal process documentation.

In addition to a rewarding career, we support our GlobalData colleagues with a range of benefits across health, finances, fitness, travel, tech and more. GlobalData believes strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.