Job opportunity: Customer Support Manager

Customer Support Manager

Norwich Office · Full-time · Intermediate

About The Position

Glassbox is looking for a Customer Support Manager to join our Global Support team.

We are Glassbox, a world leader in digital experience analytics, on a mission to deliver frictionless digital journeys to brands and their customers all over the world. 

We are a hyper-growth scale-up that has most recently acquired a strong player in the CX field- SessionCam and just IPO’d in June!

So, now is the perfect time to come to Glassbox and help us accelerate our global leadership position!

Will you join us in this journey?


What You Will Do 

  • Creating and configuring product trials, pilots, and full ‘client setups’ for all new enterprise clients and online paying clients
  • First Line product, service, and technical support
  • Understanding of how websites and work and how they are built
  • Identify, quantify, and resolve sources of friction in the customer journey
  • Diagnose customer experience issues from digital properties (web and native mobile)
  • Conduct data research, perform analysis, document and communicate findings that will deliver value to Glassbox customers
  • Ensuring clients’ accounts are running as planned throughout their contract
  • Working with clients to help them implement Glassbox on their website, and to configure that account within the Glassbox administration console
  • Proactively ensuring Glassbox continues to work well for clients, and identifying potential issues and areas for deeper integration between Glassbox and clients is working well
  • First-line and second-line support to clients, via webchat, email, or phone. Helping clients with a range of questions ranging from simple re-configuration or admin tasks, through to initial diagnosis of issues with Glassbox features


What You Will Need

  • 5+ years of Customer Support experience – preferably support of software or SaaS
  • Knowledgeable in HTML, CSS, and JavaScript
  • Written and verbal communication skills to talk with clients – could be marketing, sales, e-commerce, digital, finance, or technical teams at the client
  • Understanding of technical side of website build – to allow engaged conversations with clients and initial high-level diagnosis of problems (no need coding or website development experience, although could be an advantage)
  • Data-driven approach; Ability to use data, identify trends as a point of reference, ongoing monitoring & tracking metrics for customer performance
  • Multitasking (lots of support requests active at any one time)
  • Attentional to detail – configuration of account has to be accurate and correct

An advantage

  • Data extraction and manipulation experience with familiarity in tools such as Clickhouse, Kibana, Elastic search, Cassandra DB, and JavaScript

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