At a Glance
- Tasks: Manage client support, optimise data platforms, and resolve complex issues in a fast-paced environment.
- Company: Join Two Circles, a leading Sports & Entertainment Marketing business with global clients.
- Benefits: Competitive salary, dynamic work culture, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on innovation and continuous improvement.
- Why this job: Make an impact by helping top brands understand their fans and improve their services.
- Qualifications: Experience in technical support, data platforms, and strong problem-solving skills required.
We are Two Circles, a Sports & Entertainment Marketing business that grows audiences and revenues by understanding fans best. We work with clients to help them understand and influence fan behaviour, including spending habits, event attendance, and content consumption. Our platforms and services are trusted by over 1000 clients globally, including the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike, and Amazon. We have over 1000 employees across 15 offices, delivering work for sports and entertainment businesses worldwide.
Your main duties & responsibilities:
- Own and continuously optimise the team’s support queue, making prioritisation decisions across multiple clients, issues, and business impacts in a fast-paced, reactive environment.
- Own the operational health, stability, and performance of our data management platform and associated data pipelines, proactively identifying risks, preventing incidents, and driving resolution of issues.
- Take full ownership of high-impact and complex issues from identification through to resolution, coordinating across Engineering, Product, and Client Teams, ensuring clear communication and stakeholder alignment.
- Lead complex client onboarding and configuration, designing approaches to data ingestion, mapping, tracking, and analytics in non-standard scenarios.
- Configure, manage, and optimise client environments within our Data Management hubs, implementing and validating complex changes.
- Investigate and resolve complex data issues across the full data lifecycle, performing deep root cause analysis and implementing robust fixes.
- Effectively manage multiple concurrent issues, dependencies, and stakeholders, maintaining momentum and unblocking progress.
- Act as a senior escalation point for support issues, providing guidance and quality control for junior team members.
- Drive improvements to support operations, including incident management and communication standards.
- Partner closely with Engineering and Product teams to influence product improvements and prioritise fixes based on client impact.
- Identify recurring issues and lead efforts to eliminate root causes and improve platform reliability.
- Provide client-facing teams with insights into data quality and pipeline performance.
- Own and evolve User Access Management processes, ensuring scalability and security.
- Ensure data security, governance, and compliance standards are upheld.
Requirements:
- Strong experience in technical support or data platform environments, ideally supporting production systems and external clients.
- Advanced knowledge of at least one data/query language (e.g. SQL, Python, or PySpark).
- Deep experience with data pipelines, transformations, and diagnosing data quality issues.
- Strong troubleshooting skills across systems, data, and integrations.
- Ability to investigate ambiguous problems, identify root causes, and deliver effective solutions.
- A strong sense of ownership and accountability, able to manage workload across multiple issues.
- Excellent communication and stakeholder management skills.
- Comfortable operating in environments where processes are not fully defined.
- Experience working cross-functionally with Engineering, Product, and client-facing teams.
- Ability to produce high-quality documentation and contribute to knowledge sharing.
- Strong attention to detail, organisation, and time management skills.
- A collaborative team player who supports the development of others.
Client Support Engineer in London employer: Workable
Togather is an exceptional employer, recognised as one of the UK's best places to work, offering a vibrant and supportive culture that fosters ambition and high performance. With generous benefits including hybrid working, a substantial holiday allowance, and unique perks like free food and regular team socials, employees are empowered to thrive both personally and professionally. Located in the heart of the live events industry, Togather provides unparalleled opportunities for growth and networking, making it an ideal place for those passionate about creating memorable experiences.
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 Workable. 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 Workable 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 Workable:Your cover letter is your chance to shine! Tell us why you want to work at Workable 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 Workable!
How to prepare for a job interview at Workable
✨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.
