At a Glance
- Tasks: Support the Customer Success team by managing onboarding, scheduling, and operational tasks.
- Company: Join a revolutionary tech company transforming the construction industry with augmented reality.
- Benefits: Enjoy 25 days holiday, private healthcare, hybrid work, and fun team events.
- Other info: Be part of a collaborative culture where innovation and teamwork thrive.
- Why this job: Make a real-world impact while working with cutting-edge technology in a dynamic environment.
- Qualifications: 2+ years in business support or operations, strong communication skills, and CRM knowledge.
The predicted salary is between 29700 - 36300 £ per year.
Join a team of innovators who are revolutionizing the construction industry. Armed with cutting-edge augmented reality technology, we're on a mission to change the way construction projects are built, and we're looking for driven, ambitious individuals who are ready to join us on this exciting journey. We value innovation above all else and want those who push the boundaries of what's possible.
Drive: We are always on the move, pushing ourselves to be the best we can be. We're driven by a passion for making a real difference in the world, whether it's developing new technology, providing exceptional client service, or striving for excellence in everything we do.
Disruption: We shake things up and disrupt the status quo. We are not satisfied with the way things have always been done and we're committed to breaking down barriers and pushing the limits of what's possible.
ABOUT XYZ REALITY: XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose-built for the construction industry. Not only have we created this holographic technology, but we implement it on projects, utilising the power of AR to ensure that all schemes are completed in line with delivery timescales and budgets. XYZ has grown to over 100 staff across the UK, US & Europe and is working with Mission Critical organisations & construction companies to successfully deliver major projects.
THE ROLE: The Customer Success team is XYZ's frontline for ensuring customers realise the full value of The Atom — from onboarding and deployment through to renewal and expansion. Each CSM manages complex, high-stakes relationships with some of the world's largest hyperscaler and construction organisations. This role exists to change that. The Business Support Analyst will sit within the Customer Success team in London and own the operational backbone that allows CSMs to focus on customers.
KEY RESPONSIBILITIES:
- Own end-to-end registration and onboarding of XYZ into customer platforms, portals, and vendor management systems.
- Track status across all active accounts and flag blockers to the relevant CSM before they impact delivery.
- Maintain a live, accurate repository of standard customer-facing documentation.
- Schedule and coordinate customer meetings, QBRs, onboarding sessions, and internal syncs across CSM calendars.
- Manage logistics for on-site visits and prepare itineraries and briefing materials in advance.
- Support the preparation of customer-facing reports, health dashboards, and success review materials.
- Act as first point of contact for CSM operational needs.
- Identify recurring operational bottlenecks across the CS function and propose process improvements.
REQUIRED QUALIFICATIONS:
- 2+ years in a business support, EA, operations, or administrative role.
- Demonstrated experience managing customer or vendor portal registrations and compliance documentation.
- Strong working knowledge of Salesforce or a comparable CRM.
- Right to work in the UK without sponsorship.
KEY EXPERIENCE & SKILLS:
- Excellent written and verbal communication.
- High attention to detail and strong follow-through.
- Comfortable working across multiple concurrent priorities.
- Familiarity with project coordination or reporting tools.
- A proactive, anticipatory mindset.
BENEFITS:
- 25 days annual leave + public holidays.
- Private healthcare with Vitality.
- Christmas shutdown days on top of leave allowance.
- Office located within a 5-minute walk from Angel station.
- Hybrid working.
- Free lunch bought in and after-work gathering/drinks every Thursday in the office.
If you're a problem-solver, a team player, and a forward-thinker who's not afraid to push the limits of what's possible, then we want you on our team!
Business Support Analyst - Customer Success employer: XYZ Reality Ltd.
XYZ Reality is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those looking to make a meaningful impact in the construction industry. With a strong emphasis on employee well-being, we offer generous benefits including 25 days of annual leave, private healthcare, and a vibrant office environment just minutes from Angel station, all while promoting flexibility through hybrid working options. Join us to collaborate with talented professionals and grow your career in a company that values disruption and creativity.
StudySmarter Expert Advice🤫
We think this is how you could land Business Support Analyst - Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at XYZ Reality Ltd.. 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 XYZ Reality Ltd. 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 Business Support Analyst - Customer Success
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 XYZ Reality Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at XYZ Reality Ltd. 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 XYZ Reality Ltd.!
How to prepare for a job interview at XYZ Reality Ltd.
✨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.
