Customer Operations Specialist

About the role

Become a vital member of the Customer Operations team at Immersive Labs as a Customer Operations Specialist. In this position, you will provide essential technical and operational support to our enterprise clients, ensuring they derive maximum value from the Immersive One platform. Your role will involve acting as a critical technical resource, connecting product knowledge with customer success initiatives.

Key facts

What you'll do

• Oversee the usage and performance of the Immersive One platform for more than 200 enterprise accounts, generating insightful reports to identify any risks of customer churn.
• Compile technical and usage data for Quarterly Business Reviews (QBRs), creating tailored reports that illustrate the return on investment (ROI) for customers.
• Analyze customer feedback and technical challenges, escalating valuable insights to product and engineering teams to facilitate systematic enhancements.
• Conduct live technical consultations and product demonstrations for enterprise clients, empowering them to utilize self-service options in the future.
• Collaborate with enterprise accounts on user management tasks, including bulk user uploads, team structure management, and license modifications.
• Facilitate technical setup and troubleshooting discussions for Single Sign-On (SSO) and SCIM integrations with customer IT departments, addressing any configuration challenges.
• Work alongside customers and Value Engineers to prepare for events, managing technical details such as bulk uploads, team assignments, and custom content development.
• Address and resolve daily tier-1 and tier-2 support tickets across the product suite for all clients, differentiating between user errors and platform bugs.
• Direct verified bugs and infrastructure issues to engineering teams, ensuring effective communication with customers until resolution is achieved.
• Manage internal operational requests for new clients, account management, permissions, and automated billing setups.
• Supervise the community platform for technical inquiries, providing verified solutions and assisting with ad-hoc customer requests.
• Create and deliver customized reports for Value Engineers or enterprise clients utilizing business intelligence tools.
• Perform regular audits for compliance and data integrity within internal management systems, including GDPR-compliant data deletions.
• Maintain and refresh internal technical documentation, system processes, and customer-facing training materials to help minimize ticket volume.

Requirements

• Demonstrated experience in a customer-facing role, fostering relationships with external stakeholders within a SaaS or cybersecurity environment.
• Proficient in facilitating client calls, showcasing features, and onboarding customers, with the ability to ask probing questions to gauge account health.
• Experience managing high-volume support or operations queues, showcasing strong prioritization capabilities.
• Proven track record of managing complex support and operational workflows at scale.
• Strong technical troubleshooting skills, with clear examples of structured diagnosis and resolution frameworks.
• Successful history in handling intricate enterprise onboarding and administration processes.
• Practical experience with integration support in customer-facing settings, including SSO, SCIM, identity providers, or provisioning workflows.
• Experience in creating or presenting customer-facing or internal operational reports, translating usage data into actionable insights like adoption risk or ROI.

Nice to have

• Familiarity with business intelligence tools and reporting software.
• Knowledge of GDPR and data protection regulations.
• Experience in a fast-paced startup environment.

Skills & tools

• Proficient in using customer support software and ticketing systems.
• Familiarity with business intelligence tools for reporting and data analysis.
• Strong communication and interpersonal skills to effectively engage with clients and team members.

Practical notes

The benefits package includes 25 days of annual leave, plus two volunteering days and an additional day off for your birthday, which increases to 30 days after five years of service. The company provides enhanced parental leave, mindfulness groups, critical illness coverage, a 7% matched pension scheme, and a private healthcare plan. There is a dedicated fund for professional development and a 'Learn Anything' fund for pursuits outside of work. Flexible working arrangements are available, and the company fosters a vibrant team culture with regular events. The UK headquarters is located in Bristol, offering options for railcard loans and a cycle scheme.