Customer Experience Specialist

About the Role

Are you a tech-savvy customer service professional with a sharp eye for detail and a passion for helping teams succeed?

We are looking for a Customer Experience Specialist to join our global Customer Success Team. In this role, your primary focus will be providing critical administrative and technical support to our UK-based Customer Success managers and clients. You will be the engine room behind our client satisfaction, ensuring data integrity, resolving content issues, and helping us deliver a best-in-class service experience.

What You’ll Do (Key Responsibilities)

• Support Client-Facing Teams & SLA Management: Provide prompt, accurate responses to internal support tickets. Prioritize and manage tasks efficiently to meet designated SLAs and ensure consistent, high-quality service.

• Content & Issue Investigation: Deep dive into service and content delivery issues. This includes identifying and processing irrelevant or missed content and logging external delivery issues with third-party providers.

• Drive Client Retention & Satisfaction: Proactively identify service gaps, suggest process improvements, and ensure our front-line teams have all the information they need to effectively support clients. You will also assist with client service reviews.

• CRM & Data Integrity: Maintain accurate data entry and reporting within our core systems, including Vuelio and Intercom, to ensure total data integrity.

What We’re Looking For

The Essentials:

• Experience: Minimum of 1 year in a dedicated Customer Service or Admin Support role.

• Education: Tertiary qualification.

• Communication: Excellent written and verbal English communication skills (you'll be supporting a UK market).

• Tech Skills: Highly proficient in standard office applications. Experience with CRMs is highly desirable.

Desirable Qualities:

• Strong problem-solving skills and close attention to detail.

• Ability to prioritize tasks effectively under pressure and meet deadlines.

• An enthusiastic, self-managed approach with a strong sense of personal responsibility.

• A genuine interest in news and current affairs.