Immersive
Customer Operations Specialist - Remote within UK
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A platform you can believe in: Immersive One is the leading cyber resilience solution across the globe.
Partner with Immersive’s enterprise customers within this region to provide world-class onboarding and enablement experiences in their journey towards building cyber resilience, with readiness to tackle the cyber threats of tomorrow! If that excites you, read on!
Immersive is the cyber proving ground for the AI enterprise. Through Immersive One, organizations can test whether people, AI-enabled workflows, security teams, agents, and leaders can perform securely under realistic pressure, then turn that performance into evidence they can use to improve, benchmark, and report readiness. Trusted by 30%+ of the Fortune 100 and ranked #1 in the Forrester Wave™ 2026, Immersive helps organizations prove AI can be adopted safely, teams can develop and defend at AI speed, leaders can lead through crisis, and AI agents can be validated before they are trusted in live workflows
https://www.immersivelabs.com/why-immersive-labs
Immersive was founded in 2017, from a cargo container in Bristol, UK we’ve grown to over 300 employees globally, announced funding of more than £150 million and been voted a Best place to work on multiple occasions!
https://www.immersivelabs.com/company/our-story
Customer Operations Specialist - Remote within UK
Immersive is hiring! Could you be our next Customer Operations Specialist?
We’re looking for an experienced, proactive and value-driven individual to join our established Customer Operations team in the UK as a Customer Operations Specialist.
The essence of our Customer Operations team is customer obsession. In fact, “Customer Centricity” is a core company value and embraced by every Immersive employee to support your efforts as champion of the customer voice.
With customers like HSBC, UK National Health Services and Goldman Sachs, plus feedback like “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive is a must have for every organisation,” you can see why customer centric is the core of who we are, and our Customer Operations Specialists are a key pillar in elevating the customer voice and accelerating time to value.
Reporting to the Customer Operations Manager, as a Customer Operations Specialist you will act as the core technical and operational engine supporting the Value Engineering (VE) team. This role bridges deep technical product triage with scale-focused account execution. Managing a split focus, the Specialist acts as a technical co-pilot for a portfolio of approximately 200 enterprise accounts to drive self-service and adoption, while simultaneously owning the daily reactive ticketing queues and queries for all other customers.
As an experienced individual contributor in the team, your main responsibilities will include:
Enterprise Account Support & VE Alignment
- Platform Monitoring & Health: Execute regular health checks and analyze adoption trends across 200+ enterprise accounts upon directive or request from Value Engineers. Generate reports to identify churn risks and provide technical findings directly to the VE team.
- Quarterly Business Reviews (QBRs): Own the back-end technical and utilization data preparation for QBRs, building custom reports and data packages that highlight customer ROI for Value Engineers to deliver.
- Customer Feedback & Escalation: Evaluate incoming customer feedback and technical friction points. Raise appropriate insights through product and engineering teams (via Jira/Productboard) to systematically improve product functionality in line with customer expectations.
- Live Support & Enablement Sessions: Where self-service material does not cover an enterprise customer's query, conduct direct, technical live video calls and product demonstrations to walk admins through complex configurations, strictly focusing on empowering them to self-serve in the future.
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Advanced Administration & Onboarding
- User Administration & Bulk Provisioning: Consult directly with enterprise accounts and VEs on data mapping. Clean, validate, and execute bulk user uploads via spreadsheets. Manage nested team structures, license seats, SCIM/SAML UID removals, and bulk deactivations.
- Integration Support (SSO & SCIM): Lead technical set-up and triage calls with customer IT/IdP teams to configure SSO/SCIM. Troubleshoot configuration issues using internal logs, replace expired certificates, and map enterprise attributes.
- Customer Event Prep & Execution: Partner with customers and Value Engineers to translate event blueprints into reality. Manage technical event prep, including bulk uploads, team assignments, scheduling, custom collection creation, landing page generation, and dedicated live/on-call technical coverage.
Technical Triage & Queue Management (All Customers)
- Multi-Product Technical Support: Triage and resolve daily tier-1 and tier-2 tickets across the entire product suite (Labs, Crisis Sim, Workforce, Screening, Cyber Range Exercises, and Dynamic Threat Ranges) for both enterprise portfolios and the standard customer queue, accurately differentiating between user errors and platform bugs.
- Escalation & Incident Handling: Route verified bugs and platform infrastructure issues to BAU engineering teams. Own technical communication with the affected customers from initial breakout through to final resolution.
- Internal Lifecycle Management: Process internal operational requests for new customers, POVs, and event org creations; internal joiner and leaver account management; permissions; and automated billing configurations (renewals, upsells, and AI opt-ins/outs).
- Community & Bespoke Support: Monitor the community platform for unaddressed technical queries and deliver verified resolutions for ad-hoc customer requests.
System Maintenance & Insights
- Custom Reporting & Analytics: Utilize business intelligence tools (e.g., Looker, SendSafely) to build and securely deliver custom reports upon request from VEs or enterprise clients that are not natively available in the standard user interface.
- Data & Lifecycle Auditing: Conduct recurring compliance and cleanliness audits within internal management tooling (Active Admin), including org switcher permissions, renewal alignment, and executing GDPR-compliant churned customer data deletions.
- Documentation & Asset Creation: Maintain and update internal technical guides, system tool processes, and customer-facing async training assets (such as Loom videos and best-practice documentation) to constantly reduce ticket velocity.
Sounds good? We’d love to hear from you if you have proven experience in the following areas:
- Experience being customer facing and building relationships with external stakeholders- you are able to facilitate calls with clients and walk them through features as well as onboard and enable them. You ask smart, exploratory questions to build and nurture the customer relationship and measure the health of the account
- Experience managing high-volume support or operations queues with strong prioritization
- Experience owning complex support and ops workflows at scale
- Strong technical triage skills with clear examples of structured diagnosis. Can clearly walk through a troubleshooting framework
- Proven success handling complex enterprise onboarding/admin workflows
- Strong hands-on experience with integration support in customer-facing environments. practical exposure to SSO, SCIM, identity providers, or provisioning flows
- Has built or delivered customer-facing or internal operational reports. You will work with the Value Engineers to translate usage data into insights such as adoption risk, health, or ROI
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Role
Immersive’s growth has been fuelled by our values that underpin everything we do, here's how they relate to this role:
- Driven - We push the boundaries of innovation, acting swiftly to achieve ambitious outcomes. Our drive embodies a culture of ambition, where challenges are stepping stones to excellence.
- Inclusive - Our strength lies in diversity, fostering a culture where every individual contributes to our collective strength. We champion open dialogue and empathy, ensuring a collaborative, inclusive workplace.
- Customer Centric - We seek to develop deep relationships with our customers to help them achieve their business outcomes. We exceed our customers and partners' expectations by crafting products, services and experiences that surprise, delight and ensure they feel valued and supported every day.
- One Team - We are a talented global team working together to achieve our vision. Central to our ethos, resilience means adapting and thriving in adversity. It guides our innovation, ensuring we and our clients are prepared for the future.
We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work. Excited by the above? We’re ready to receive your application!
Benefits
As well as an inclusive, supportive place for you to be you. We offer an extensive range of benefits so you can do your very best work:
- Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and your birthday off
- The longer you are with Immersive, the more holiday days you get, up to a maximum of 30 days after five years of service
- Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, private healthcare plan and more
- Career and learning development through the platform, a dedicated professional development fund and our ‘Learn Anything’ fund - which enables you to learn anything that’s not work!
- Recognition & Rewards for doing great work and living our values and behaviours
- Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours
- We have a vibrant team culture with team events throughout the year. Our socials have included everything from pottery painting and paper mask making, to dungeons and dragons!
- When you do visit the UK hub, getting there is easy: we’
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