Operations Specialist - Customer Success

• Key attributes

  • At least 2 years of experience in Operational and Technical Support for Customer Success or Customer Support teams

  • Demonstrated understanding of common customer support tools and processes.

  • Basic familiarity with support systems management, Zendesk is preferred. 

  • Ability to analyse and identify improvements in service systems.

  • Ability to focus intelligently on tasks and, not only see the wider picture of priorities, but also how we could make improvements to existing processes.

  • Meticulous project management skills, ability to juggle multiple complex projects with staggered deadlines. Excellent cross-team communication is essential for success.

  • Ability to work cross functionally with key stakeholders and multiple business systems. 

  • Absolute integrity and discretion. This is a highly trusted position giving you access to confidential business information so that work can be carried out or so that we can investigate problems.

  • Proficiency in Google Workspace and Microsoft Office apps, especially Google Sheets and Excel.

Day to day responsibilities will include but are not be limited to:

• Providing strategic and tactical support for the key objectives of the Customer Success department. 

• Analysing support workflows and support metrics, and making suggestions to improve efficiency and effectiveness.

• Developing and maintaining standard operating procedures for common support situations.

• Logging feedback and contributing to the continuous improvement of systems, processes and resources

• Working with the customer success team to determine the best metrics to track for each assigned account or set of accounts. This includes preparing performance reports by collecting and analysing data from the customer service functions.

• Assisting with the design and rollout of new support channels and service offerings through Zendesk. 

• Identifying and acting to remove obstacles to delivering consistently high levels of service.

• Leading and supporting customer service teams through required changes.

Performance Indicators

• Preparing and analysing key customer data points, and generating required monthly reporting

• Contributions to internal processes and resources to help make the team more efficient

• Successfully launched team workflows and product improvements in Zendesk to increase team efficiency

• Well maintained and up to date standard operating procedures for the wider client liaison team

• Demonstrating exceptional communication skills across the wider Artlogic team

Why Join Us?

• Be part of a fast-growing company with a mission to bring more art into the world.

• Opportunities for professional growth, including potential management roles.

• A supportive and collaborative culture that values innovation and creativity.

• Competitive salary, benefits, and flexible working options.

What we offer

• Company profit sharing scheme

• 25 days annual leave (plus 10 public holiday days)

• Long service entitlement

• Flexible working

• Premier private health insurance including dental, optical & EAP

• Childcare nursery benefit scheme

• Cycle to work scheme

• Tech buying scheme

• Free eye test

• Company pension scheme

• A focus on continued professional development including access to courses and training programs

Artlogic is an equal opportunities employer 

We are committed to valuing diversity and seek to provide all staff with the opportunity for employment, career and personal development on the basis of ability, qualifications and suitability for the work as well as their potential to be developed into the job. 

How to apply

To apply this application form 

To apply, please send your application to careers@artlogic.net and include:

• Your CV
• Covering letter

APPLY HERE

You will need to have the legal right to live and work in the UK to be considered for this role.