Remote Customer Support & Success Specialist

Echobox; Lisboa; Presencial; EUR 25 000 - 38 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully Remote Working

Generous annual leave

Annual London summer camp for all our

Competitive Salary

Resumo da oferta

Echobox is seeking a Customer Support Specialist for Lisbon, Portugal. You will manage client relationships, drive product adoption, and contribute to high customer retention by combining empathetic support with technical understanding across Sales, Product and Engineering.

As part of a fast-growing AI-driven SaaS environment, you will onboard clients, resolve platform issues via Hubspot, identify value opportunities, and collaborate across teams to shape the product roadmap while advocating for

Qualificações

• 2 years of relevant job experience.
• 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.

Responsabilidades

• 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 elevate 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.

Conhecimentos

Customer relationship management

Technical troubleshooting

English proficiency

Time management

Formação académica

2:1 degree from a leading university

Ferramentas

Hubspot

Descrição da oferta de emprego

Echobox is seeking a Customer Support Specialist for Lisbon, Portugal. You will manage client relationships, drive product adoption, and contribute to high customer retention by combining empathetic support with technical understanding across Sales, Product and Engineering.

As part of a fast-growing AI-driven SaaS environment, you will onboard clients, resolve platform issues via Hubspot, identify value opportunities, and collaborate across teams to shape the product roadmap while advocating for