Customer Support Specialist (Latin America)

Echobox; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A fast-growing company is seeking a dynamic Customer Support Specialist to work within a cross-functional team, ensuring success for clients using their AI-powered products. Responsibilities include providing exceptional customer support, driving product adoption, and maintaining high engagement. Candidates should possess excellent time management, organizational skills, and fluency in English and Spanish. Experience in SaaS is preferred.

Benefits

In-house conferences

Annual summer camp for global employees

Qualifications

• 2 years of relevant job experience with proven excellence.
• Fluent in written and spoken English and Spanish.
• Excellent time-management and multitasking skills.

Responsibilities

• Provide timely and empathetic client support.
• Monitor customer engagement and foster relationships.
• Advocate for customer needs across the business.

Skills

Fluent English

Fluent Spanish

Time-management

Organisational skills

Multitasking skills

Education

Minimum 2.1 degree from a leading university

Job description

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 client support. As a member of our dynamic team, you will gain invaluable experience working with our Customer Success, Sales, Product and Engineering teams.

Key Responsibilities:

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

• Monitor and improve customer engagement, ensuring high renewal rates by fostering strong, long-term relationships with clients and ensuring their success with Echobox.

• 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 to better serve customer needs.

• Leverage your SaaS experience to continually improve customer lifecycle management, focusing on retention, expansion, and customer satisfaction.

• Advocate for the customer’s voice across the business, ensuring that customer insights are integrated into the company's strategic decisions.

• Identify and pursue opportunities to upsell additional services and features, contributing to revenue growth and deepening customer relationships.

Requirements:

• 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 and Spanish

• Excellent time-management, organisational and multitasking skills

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.

Benefits:

We host in-house conferences and an annual summer camp for all our global employees who are flown to and hosted in London.