Echobox
Customer Support Specialist - London
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Customer Support Specialist - London, UK
About Echobox
We are a fast-growing, research-driven company building an artificial intelligence that helps online publishers overcome the challenges they face every day. Using novel AI, we are revolutionising the publishing industry and have a track record of building things that others have ruled out as impossible. Leading names from around the world rely on our product every day, including The Times, Le Monde, The Guardian, Vogue and many more.
Our team is our best asset. We work with extremely smart and talented individuals, who all enjoy a high degree of responsibility and independence in structuring their work.
About the Role
We are looking for an enthusiastic, agile, diligent and highly organised Customer Support Specialist (CSS). In this position, you will play a pivotal role in managing customer relationships, driving product adoption, and ensuring high customer retention rates. You will gain invaluable experience working closely with members of both our technical and client-facing teams, including Sales, Product, and Engineering.
Because you will handle client queries that are often technically focused, you will need to understand certain platform behaviours and explain these succinctly to the Tech team, while maintaining day-to-day account management and fostering strong relations with our clientele. You will serve as a key advocate for the customer's voice across the business.
Key Responsibilities
- Client Onboarding & Strategic Support: Provide exceptional, empathetic, and timely support to clients through training sessions, consultations, Executive Business Reviews (EBRs) and ongoing assistance, ensuring that they are fully equipped to succeed with the platform.
- Relationship & Lifecycle Management: Monitor and improve customer engagement to ensure high renewal rates by fostering strong, long-term relationships with clients. Leverage SaaS experience to continually improve customer lifecycle management, focusing on retention, expansion, and customer satisfaction.
- Technical Problem Solving: Serve as an initial point of contact for customer technical inquiries and support requests via our support platform, Hubspot. Identify and resolve technical issues by conducting troubleshooting and diagnostic procedures, providing step-by-step guidance, and facilitating escalations to technical teams when required.
- Value Optimization & Commercial Growth: Identify opportunities for customers to optimise their use of Echobox products, helping them unlock more value and enhance their overall experience. Identify and pursue opportunities to upsell additional services and features, contributing to revenue growth and deepening customer relationships.
- Cross-Functional Collaboration: Collaborate with cross-functional teams, including product, engineering, and support, to resolve technical challenges, relay customer feedback, identify product gaps, and contribute to shaping the product roadmap.
- Customer Advocacy: Advocate for the customer’s voice across the business, ensuring that customer insights are integrated into the company's strategic decisions.
- Case Tracking & Knowledge Management: Document and escalate complex issues while tracking the progress of inquiries, and continuously expand your knowledge of our products, features, and industry trends.
- Performance Metrics: Meet and exceed key performance indicators (KPIs), such as response times, resolution times, and customer satisfaction scores.
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Requirements
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- 2 years of relevant job experience with a proven track record of excellence in your field.
- Minimum 2.1 degree from a leading university.
- Fluent written and spoken English.
- Excellent time-management, organisational and multitasking skills.
- Strong technical aptitude to understand platform behaviours and explain them succinctly to technical teams.
Preferred Requirements
- Additional language skills.
- Prior experience in the SaaS industry, ideally within a B2B environment.
- Proven expertise in managing customer relationships, driving product adoption, and ensuring high customer retention rates.
- Exceptional organisational and analytical skills, with a knack for taking initiative and building positive, productive relationships with customers and colleagues.
- A keen interest in artificial intelligence and its potential impact on the future of publishing and other industries.
Benefits
- Food & Drinks: Free breakfast every day, as well as coffee, drinks and snacks all day, everyday.
- Socials & Team Lunches: Team lunches ordered every Monday, Wednesday and Friday where everyone gets together for an hour of fun, plus regular team events such as dinner, bowling, karting, poker nights, and board-games.
- Professional Growth: In-house conferences and an annual summer camp for all our global employees who are flown to and hosted in London.
- Perks & Workspace: Pension contributions, the latest tech, generous annual leave, and an amazing office with a balcony overlooking Notting Hill.
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