About the role
Customer Support Specialist - Lisbon, Portugal 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.
About
the Role 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. Key
Responsibilities 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.
