Customer Success Specialist, Dotdigital
Alia
Omnichannel marketing automation platform
Be an early applicant
Omnichannel marketing automation platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To empower marketers to achieve their goals in faster and smarter ways.
Role
Who you are
- 1–3 years of experience in customer support or customer success, ideally in SaaS or e-commerce
- Strong communication and problem-solving skills
- Ability to quickly learn software and clearly explain concepts to non-technical users
- Experience with CRM or customer support tools: Slack, Intercom, Fin AI
- Customer-first mindset
- Strong attention to detail
- Effective time management and prioritization
- Ability to collaborate across teams
- Tech-savvy with a willingness to learn
Desirable
- Familiarity with e-commerce platforms like Shopify
- Experience working in a fast-paced SaaS environment
What the job involves
- Support e-commerce customers in getting set up and successfully using the platform day-to-day. Act as the first line of support for customer inquiries, helping troubleshoot issues, testing recommendations, strategy guidance, and ensure a smooth and successful ongoing experience
- Serve as the first point of contact for customer inquiries via email, Slack, chat, and calls
- Provide product guidance and troubleshoot platform issues, escalating technical problems when needed
- Provide ongoing testing services and strategic recommendations to improve performance
- Monitor customer usage and support trends to proactively identify and address potential issues
- Document customer feedback and recurring issues to inform product improvements
- Support with renewals and subscription-related requests
- Maintain a strong understanding of e-commerce workflows, including order management and integrations
- Assist with special projects as needed
Application process
- 30 min intro call with our Head of CS to assess support skills/experience
- 30 min live assessment with Head of CS
- 30 min final interview with CCO
Our take
Dotdigital builds an omnichannel marketing solution for B2C, B2B, and NFP marketers. The company serves thousand's of brands around the globe, counting British Airways, Royal Aeronautical Society, Barbour, Accolade Wines, and City & Guilds among its clients.
Marketers using Dotdigital can create hyper-targeted marketing campaigns that increase businesses' marketing ROI, boosts sales revenue and attracts more qualified leads. What's more, Dotdigital sets itself apart by being the world’s first carbon-neutral marketing automation platform.
Dotdigital's main priority is developing new data-driven digital marketing features in order to increase its customer base. New product launches and strategic investments are key to the company's continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Company benefits
- Parental leave: Having a child is one of the biggest moments of your life and whether you’re a mum or dad, we understand the importance the time off work gives you to bond with your family. That’s why we offer an enhanced paternity, maternity and adoption leave policy for new parents.
- Medical cover: We offer medical insurance in all our global locations for our employees to feel reassured and offer options to look after their health and feel supported.
- Paid sick leave: When you’re unwell, you don’t want the added worry of whether you’re going to be paid for time off. That’s why we offer a company paid sick leave policy to support you when you need it.
- Dotdigital day: On top of your annual leave allowance and the holiday closedown period, we give you an extra day’s paid leave per year to use as you wish. It could be a day off on your birthday or a family birthday, a day to move house, or an opportunity to take advantage of the sunny weather!
- Share reward: Those who qualify may be granted a number of share options at no cost to themselves with the option to exercise these shares in the future.
- Wellbeing reward: Everyone has different ways of keeping themselves happy and healthy – the wellbeing reward is a flexible benefit that you can use towards an activity, hobby or membership.
- MyPossibleSelf: We recognise the importance of having on hand mental health and wellbeing support when you need it most. That is why we have a MyPossibleSelf wellbeing app membership for all Dotdigital employees.
- Wellbeing Days: As part of our continued support of employee wellbeing we want to provide you with time to support family, dependents, yourselves, and worthy causes.
- Loyalty reward: We’re proud to have employees who’ve been with the company since day dot and we believe loyalty is definitely something worth celebrating. So, for your first 5 years of service, and every additional 5 years’ service beyond that, have dinner and drinks on us.
- Specific policies to support our employees: There may be times where your personal circumstances can be challenging and mean you require some additional support from us. That is why we have internal policies on Bereavement, Babyloss, Menopause and Fertility Support to ensure you feel supported during this time.
Company HQ
London, UK
Leadership
Milan Patel
(CEO)Milan joined Dotdigital in 2007 as a Group Financial Controller, since then he has held a number of roles and moved into the role of CEO in 2016.
Tom Mullan
(CFO)Prior to joining Dotdigital in 2025, Tom was CFO at Gresham Tech for over 6 years. He was also the CFO at Fadata Group. Director of Commercial FInance (EMEA) at Guidewire Software, and Manager at Ernst & Young.
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