Customer Support Specialist, Echobox
Office located in Notting Hill, London
Content automation platform
Be an early applicant
Content automation platform
21-100 employees
Be an early applicant
Office located in Notting Hill, London
21-100 employees
Company mission
To become the best social media platform for publishers and to build artificial intelligence that understands the meaning of content.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Echobox is a research-focused company that is revolutionising the publishing industry. Its combination of novel maths, data science, and machine learning techniques provides online publishers with the most advanced technologies to help them excel in their digital strategies to grow their audience.
Instead of simply displaying an abundance of analytics, Echobox looks at a site’s visitor data and, using its own algorithms and machine learning, recommends actions to take, including editorial, to drive additional traffic. Crucially, those recommendations are written in plain English (rather than complex charts or rows of data). It’s that simplicity and emphasis on actionable insights, which puts data-driven news publishing in the hands of everybody, that is Echobox's differentiating factor.
Today, thousands of publishers around the globe rely on the company's automation, including some of the world’s most prestigious publishers. Its technology currently publishes over 10 million pieces of content and reaches billions of readers for their customers each year.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Funding (1 round)
Dec 2015
$3.4m
SEED
Total funding: $3.4m
Company benefits
- Option to work remotely (part-time or full-time)
- Lunch on the company 3 times a week
- Generous annual leave
- Pension contribution
- Generous maternity and paternity leave
- Latest technical hardware
- Monthly team events
- “Summer Camp” in London where our team, including all our remote employees, are brought together for a week of shared learning, ideating and bonding
- Free breakfast, hot and cold drinks, and snacks all day, everyday
- And More!
Company HQ
City of London, London, UK
Leadership
Antoine Amann
(Founder & CEO)Cambridge and LSE graduate, worked in the department of Aerospace & Defence at Financial Times.
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