Job Details
Glassbox is looking for a Customer Support Manager to join our 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 IPOd in June!
So, now is the perfect time to come to Glassbox and help us accelerate our global leadership position!
**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
* Ensuring clients accounts are running as planned throughout their contract
* Supporting clients to help them get the greatest possible benefits from their investment in Glassbox
* Working with the Sales teams to prepare Proof of Value demonstrations of Glassbox on potential clients websites. An understanding of how websites and work and how they are built will help with this activity
* Working with clients to help them implement Glassbox on their website, and to configure that account within the Glassbox administration console
* Training clients to use Glassbox normally via screen share, occasionally face-to-face for some UK clients
* Proactively ensuring SessionCam 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 SessionCam recording or replay
**About The Position**
**Requirements**
**What You Will Need**
* 1+ years of Customer Support experience preferably support of software or SaaS
* 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)
* Multitasking (lots of support requests active at any one time)
* Attentional to detail configuration of account has to be accurate and correct