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 work closely with our client base as well as members of both the technical and client management teams. You should expect to communicate regularly with the Tech team on identifying, defining, and solving technical issues that are causing downtime or other challenges for our global customer base. On the commercial side of the company you will work closely with our Customer Success team (CS) who will be an escalation point for communicating certain support issues to the client base.

You will gain invaluable experience working across these teams and will also interface with Sales, Marketing, and RevOps. As you will be handling client queries, many of which are product-focused, you should anticipate developing a deep understanding of how our products work and how to communicate issues in an empathetic and customer-centric fashion. As we leverage APIs of some of the largest social media platforms (FB, IG,X, etc) sometimes the issue is not on our side and you will need to communicate this to clients and manage expectations. Be prepared to discuss the specifics of these challenges, whilst being product-savvy enough to understand certain platform behaviours and explain these succinctly to internal and external stakeholders.

Key Responsibilities

Serve as the initial point of contact for customer technical inquiries and support requests via our support platform, Hubspot.
Provide clear and concise responses to customer queries, aiming for first-contact resolution whenever confident in the answer.
Identify and resolve technical issues by conducting troubleshooting and diagnostic procedures, providing step-by-step guidance and solutions. Additionally, facilitate escalations to technical teams when required.
Document and escalate complex issues to the appropriate internal teams while tracking the progress of customer inquiries.
Collaborate with cross-functional teams, including customer success, product, and engineering, to resolve technical challenges and improve product functionality.
Continuously update and expand your knowledge of our products, features, and industry trends to provide accurate and up-to-date information to customers.
Meet and exceed key performance indicators (KPIs), such as response times, resolution times, and customer satisfaction scores.
Become an expert in Echobox’s social media management and email service provider platforms, serving the Publisher vertical

Requirements

2 years of relevant job experience with a proven track record of excellence in your field.
Minimum 2.1 degree or local equivalent.
Fluent written and spoken English.
Excellent time-management, organisational and multitasking skills.
Strong attention to detail and empathy for resolving customer concerns and getting them the best value for money with our product.

Preferred Requirements

Additional European language skills.
Prior experience in the SaaS industry, ideally within a B2B environment.
Experience with Hubspot CRM and Support product, or alternative/similar systems
Proven expertise in managing customer service inquiries, resolving client issues, and ensuring high customer satisfaction 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

Fully Remote Working, within local timezones.
Generous annual leave.
An annual summer camp for all our global employees who are flown to and hosted in London.
Competitive Salary

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