Customer Support Specialist

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. 

Do you think you have what it takes to be part of Echobox? We'd love to hear from you.

About the Role:

We are looking for an enthusiastic, agile, diligent, and highly organised Customer Support Specialist to cover both Customer Success and Customer Support functions. As a member of our dynamic team, you will gain invaluable experience working with our Customer Success, Sales, Product, and Engineering teams. This hybrid role will allow you to balance proactive Customer Success initiatives with hands-on technical support responsibilities, ensuring clients receive both strategic guidance and timely assistance when issues arise.

Key Responsibilities:

Customer Success (12pm – 6pm UK Time)

• Provide exceptional, empathetic, and timely support to clients through training sessions, consultations, Executive Business Reviews, and ongoing guidance, ensuring they are fully equipped to succeed with the platform.

• Monitor and improve customer engagement, fostering strong, long-term relationships and ensuring high renewal rates.

• Identify opportunities for customers to optimise their use of Echobox products, helping them unlock more value and enhance their overall experience.

• Collaborate with the Product team to relay customer feedback, identify product gaps, and contribute to shaping the product roadmap.

• Leverage your SaaS experience to continually improve customer lifecycle management, focusing on retention, expansion, and satisfaction.
  Advocate for the customer’s voice across the business, ensuring insights are integrated into company strategy.
  Identify and pursue opportunities to upsell additional services and features, contributing to revenue growth and deepening relationships.
  
  

Support (6pm – 9pm UK Time)

• Respond promptly to support tickets, troubleshooting technical issues and providing practical solutions to clients.

• Escalate complex issues to the relevant teams (Product, Engineering) while maintaining clear communication with clients throughout the resolution process.

• Maintain accurate records of support interactions and resolutions to identify recurring issues and trends.

• Contribute to the creation and improvement of support documentation and resources for clients and internal teams.

• Provide proactive guidance to clients to prevent issues, ensuring a seamless user experience with the platform.
  
  

Requirements:

• 2+ years of relevant experience in Customer Success, Customer Support, or a related role, with a proven track record of excellence.

• Fluent written and spoken English, additional language skills are a bonus

• Excellent time-management, organisational, and multitasking skills.

• Comfortable working in a hybrid role, balancing proactive Customer Success and reactive Support duties.
  
  

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.