Role: Customer Support Specialist

Location: UK wide

What they do

  • Tubular is the leading global video measurement and analytics platform that powers broadcasters, publishers, and brands to create successful content and scale audiences faster. 
  • They provide the most complete picture of what short-form video consumers watch and enable companies to grow digital audiences and sell brand integrations to win in the ever evolving world of video.
  • Their software measures over 5B videos, 400M video consumers, 12M influencers, 117K brands, and 71B sponsored video views. 
  • They know it’s not just about data, it’s about insights, and that’s why they’re trusted by 7 of the top 10 global media companies, who make strategic decisions every day based on Tubular software. Behind every digital video decision – is Tubular.

Key Customer

LadBible | BuzzFeed | Mattel | Microsoft | Digitas | Conde Nast | Warner Bros

Useful Links

About the role

  • Own front line Customer Support for all EMEA and APAC customers
  • Own the multi-million $ book of business for the SMB Customer Segment in EMEA & APAC – including customer onboarding and on-going support, working with customer-base primarily through email cases, live-chat support, and leveraging on-demand customer learning portal (You will own gross renewal rate metrics)
  • Provide a best-in-class, high satisfaction Customer Support function for enterprise accounts that coordinates well with our Customer Success function
  • Represent the voice of customers regarding their pain points and FAQs – channel this feedback to product and customer enablement teams
  • Measure customer health/risk of SMB portfolio of accounts through customer metrics & survey data, designing red zone plans for at risk accounts with a goal of maximizing customer retention and renewals
  • Build a scalable training platform by leading training webinars for customers across your regions
  • Oversee customer support requests for Enterprise customers – includes product-related questions, technical support, bugs, and data curation requests
  • Build a strong partnership with your Account Manager to better manage your shared book of business
  • Follow our support best practices by meeting our customer SLAs and CSAT standards
  • Identify common issues, escalating them when necessary

About you

  • 1-3 years experience in customer training, onboarding or support, working on a cloud-based product
  • Superb critical thinking skills
  • Outstanding verbal and written communications skills in English
  • Ability to work independently and with minimal supervision
  • Desire to learn how companies are using technology to improve sales and marketing efforts
  • Enthusiasm for helping customers solve problems in real-time
  • Flexibility to work with customers across a variety of global countries and time zones
  • Experience using Salesforce (preferred, but not required)Experience using Intercom or other conversational support platforms (preferred, but not required)

Interested?

Speak to your contact at Org 3D who can answer any questions you have and set a call up with the client.

Not for you?

Refer somebody else. We’ll give you $1000 if they land the role!