CS Operations and AI Specialist

Glassbox Ltd; Norwich; On-site; GBP 50,000 - 70,000; Full time

Job summary

Glassbox Ltd in Norwich seeks a Customer Success Operations and AI Specialist to design and deploy AI-powered automations, integrate tools, and govern enterprise workflows that drive high-quality customer experiences.

You will build cross-functional solutions, configure business applications, and lead adoption of best practices across Support, Consulting and CS Management, shaping scalable processes within a regulated financial services context.

Qualifications

• 4–6 years of experience in CS Operations, Revenue Operations or Business Operations.
• Experience in a B2B SaaS company.
• Demonstrated experience building and deploying AI automations in a business context.

Responsibilities

• Design and build AI-based automations to streamline operational workflows.
• Configure and administer business applications across Support, Services and CS Management.
• Create and maintain dashboards and reports for customer success leadership.
• Educate teams to adopt business applications and AI tools and monitor compliance.

Skills

AI automation

CRM experience

Dashboards & reporting

Tools

Salesforce Service Cloud

Google Workspace

Slack

Snowflake

Omni

Job description

Norwich, England - Customer Success - Full-time - Intermediate

Glassbox's mission is to empower enterprises to shape trusted, frictionless digital experiences.

Glassbox is a leading force in shaping digital experiences. It helps organizations uncover digital issues, boost conversion rates, enhance accessibility, prevent fraud, and more. Leveraging AI-driven customer intelligence, Glassbox enables enterprises to deliver secure, proactive, and preventative digital experiences. Its solutions are trusted by highly regulated organizations, including SoFi, Cal, and many others. We are growing and have been recognized by G2 as one of 2024's Top 50 Software Companies in the world.

The Opportunity

As the Customer Success Operations and AI Specialist, you will be a critical hands-on expert embedded at the heart of our customer success organisation. Serving some of the world's largest financial services institutions, you will work directly with the CCO supporting leaders across Support, Consulting Services and Customer Success Management - building, operating, and continuously improving the business applications and AI-powered workflows that underpin consistent, high-quality customer experiences.

This is a senior individual contributor role with significant cross-functional reach and visibility, suited to someone who wants to do meaningful, complex work and grow with the organisation over time.

What you will do

AI implementation

• Design and build AI-based automations that streamline Operational Workflows.
• Integrate and utilize AI tools - including Claude and Gemini - into the existing tech stack, with a focus on data security standards suitable for regulated financial services environments.
• Integrate AI tools with leading business platforms (Salesforce Service Cloud, Google Workspace, Slack, Snowflake and Omni).

Business Applications Administration & Configuration

• Implement, administer, and optimise all business applications across Support, Services and Customer Success Management.
• Document and maintain business processes and system requirements.
• Configure application workflows, automations, notifications, and process controls.
• Deploy changes and perform user acceptance activities.
• Maintain system data quality and ensure operational consistency.

Reporting & Adoption

• Drive adoption of operational best practices across all customer-facing teams.
• Build and maintain operational dashboards and reports for customer success leadership.
• Monitor operational compliance to identify exceptions and trends
• Educate and encourage use of business applications and AI tools

What you will need

Experience

• 4-6 years of experience in CS Operations, Revenue Operations, or Business Operations.
• Experience working in a B2B SaaS company.
• Demonstrated experience building and deploying AI automations in a business context.

Technical skills

• Proven, hands-on experience using AI to automate business processes - not just operating tools, but building and optimizing them.
• Experience working with CRM, Customer Success Platform, and Support Tickets Management Applications.
• Ability to build reports, dashboards, and analyse operational data.
• Understanding of workflow automation concepts and system integrations.
• Strong Excel or Google Sheets data analysis skills.

Preferred experience

• Experience with leading large language model platforms such as Claude and Gemini.
• Experience with enterprise CRM/Support Ticket systems (Salesforce).
• Experience with the Google Workspace suite.
• Experience with Customer Success platforms (e.g., Planhat).

Personal attributes

• Strong attention to detail and organisational skills.
• Curious and proactive problem solver.
• Ability to manage multiple priorities in a fast-paced environment.
• Team player with a customer-centric mindset.

Our Commitment

At Glassbox, we value curiosity, ownership, and a constant drive to learn and improve, no matter the gender, age, nationality, religion, or background. We believe diverse perspectives make us better, and that potential matters just as much as experience, and encourage people of all shapes and sizes to apply.
If this role excites you and you're motivated to make an impact - we'd love to hear from you, even if you don't meet every listed qualification.