Global Customer Implementation & Support Specialist

About us

We’ve grown at an incredibly fast pace since our launch in 2017. We’re the trusted student recruitment partner to more than 600 higher ed institutions in 35 countries worldwide, including University of Cambridge, King's College London, Boston University, University of Southern California, NYU, HEC Paris, and Erasmus.

We’ve raised over $33M from top-tier investors, and we’re on course to achieve our mission of empowering 10 million students to make the right choices in their higher ed journey.

Here’s where you come in

We’re now ready to take an even bigger leap. We’re transforming our product offering changing the way both prospective and current students make their life-determining decisions. This means that we need people like you to help us supercharge our growth and shape our future.

As a Global Customer Implementation & Support Specialist , you’ll lead the end-to-end technical deployment of our AI Assistant and Chat products, from configuration and environment setup to CRM integration and troubleshooting. Acting as the primary contact for new and existing clients, you’ll manage onboarding, provide Tier 2 support, and serve as the go-to expert for product knowledge. You’ll ensure a smooth transition to live use and deliver confident, reliable post-deployment support.

What you’ll be doing

You will split 50% of your time between Onboarding and Customer Support...

Onboarding

• Lead the technical deployment of Assistant and Chat products, including configuration, environment setup, and integration deployment.

• Manage end-to-end onboarding for new clients and provide post-deployment support to ensure smooth operational use.

• Act as the primary point of contact and subject matter expert for product-related queries and guidance.

• Conduct training sessions and workshops to guide clients through product functionalities and best practices.

• Collaborate with internal teams e.g. Product, Engineering, Customer Success to resolve issues, share insights, and continuously improve the onboarding experience.

• Provide timely and accurate reporting on onboarding status both internally and with appropriate customer contacts. Escalate any identified risks.

Customer Support

• Serve as the first point of contact for our global partner base resolving incoming issues via email and live chat in a timely manner.

• Manage Tier 2 technical troubleshooting and customer escalations, including resolving more complex issues via phone when required.

• Troubleshoot user reported problems and escalating bugs or technical issues in detail to the appropriate internal teams.

• Collect and share customer feedback with the product development team to support ongoing improvements.

• Create and update help centre content (articles and videos) to guide users through product features and common queries.

• Identify and implement new ways to manage ticket volumes and improve support efficiency

• Support and mentor other team members to share knowledge and strengthen team capability

What you need to have

• Technically competent in onboarding and implementation, with experience helping customers maximise their use of SaaS products.

• Demonstrated CRM integration experience.

• Proficient in tools like Jira, Salesforce, Zapier, Intercom, and similar platforms.

• Experienced in developing and executing tailored onboarding plans that meet individual customer needs and goals.

• Proactive and solutions-focused, with a track record of taking ownership, troubleshooting effectively, and finding creative workarounds.

• Committed to delivering high-quality customer service and exceeding expectations.

• Strong communicator, skilled in creating clear website content and delivering training presentations.

• Able to explain processes clearly and accessibly to diverse audiences.

• Reliable and adaptable, meeting deadlines and shifting priorities with strong attention to detail.

• Excellent interpersonal skills, comfortable working both independently and within a fast-paced, global team environment.

It would be a bonus if you could bring

• Familiarity with the higher education sector.

• Experience working in or with high growth tech companies (dynamic, fast-paced, always evolving), or a similar environment

• Experience of working with browser consoles, device emulation, or log streams

We know that typically some people only apply to jobs if they see themselves checking every box. We believe we’re more than boxes to tick. If you don't meet all the requirements but think you might still be right for the role or others, please apply anyway. We're always keen to speak to people who connect with our mission and values.

About our team

We are a global, friendly and supportive team. We pride ourselves on consistently high CSAT scores and our cross-functional work to provide a world class customer service to our global partner base.

Perks and benefits

• Highly flexible work culture. Hybrid working

• 25 days of annual leave plus national holidays and additional days at the end of the year for a company-wide shutdown!

• Enhanced maternity, paternity and adoption leave.

• Life insurance.

• Private healthcare provided by Bupa

• Mental health support is provided by Spill

• Pension matched up to 6%

Are you ready to become a buddy? Apply now.

Please send a resume and showcase your motivations.

Not quite ready to apply or have some questions? Then you can get in touch with the People Experience team at [email protected]