Customer Success Agent

We need someone that can handle support requests and onboarding for our LOOP website platform.

What we do

We build LOOP By Semantic, a website platform for visitor attractions, zoos, heritage sites, museums, theme parks and more. 70+ attractions across the UK including The Blackpool Tower, Continuum Attractions, Black Country Living Museum and more.

Customer success is core to how we grow. Our customers pay a monthly subscription, so our job doesn't end at launch. We want every customer to get real value from LOOP, stay with us for years and tell other attractions about us. We're building the systems, content and tools to do that well for a fast-growing customer base.


The role

You will get new customers live on LOOP smoothly and to plan, and ensure every customer is happy through day-to-day support, calls and helpdesk task management and execution.

You'll own the onboarding checklist from sales handover to launch and beyond: setting up the CMS, shaping content and site structure, running pre-launch checks and training customers. 

Once live, you'll be their first point of contact through our help desk, resolving CMS support queries and routing the rest to our developers, designers, SEO and analytics specialists.

You'll report to our Lead Customer Success and work closely with the whole team.

This role is well suited to someone organised and hands-on with a CMS, has an eye for detail, enjoys helping people, stays calm under a queue and likes finding quicker ways to increase efficiency and add more value for customers.

Key deliverables are:

  • New sites launched on time and within hours/budget targets
  • High (8+) NPS recommendation scores (for projects and support tasks)
  • Help desk tickets responded to within our service levels
  • Help desk CMS queries resolved, and FAQ answer documented to save on future repeat queries.
  • Help desk bugs or specialist issues escalated to the team, with you chasing and seeing the task through to resolution.
  • Customers trained and confident using LOOP
  • Knowledge base kept current from what you learn on tickets
  • Customer requests, issues and opportunities logged and flagged so nothing gets missed


What you will do

Onboarding new customers

  • Own the rollout checklist for each new site: core CMS setup, content and site structure and coordinating wider tasks with the full team (e.g. pre-launch SEO and technical checks).
  • Gather design, content, structure and CMS requirements and manage the implementation of these, using designers or wider team as needed.
  • Coordinate DNS and technical checks with our developers and manage launch day.
  • Run customer training and onboarding sessions.
  • Track rollout hours against target and flag risks to Lead Customer Success early.

Supporting live customers

  • Monitor the help desk and resolve tickets yourself where you can.
  • Log issues with developers, analytics, SEO and design and see them through to resolution.
  • Give customers CMS recommendations and best practice so they get more from LOOP.
  • Keep the LOOP User Guide and knowledge base up to date.
  • Capture client requests and submit as roadmap requests for the Product team.

Spotting the signals

  • Keep an eye on customer health alerts and report issues to Lead Customer Success.
  • Gather customer requirements for more complex tasks, brief to team, and coordinate task through to resolution.
  • Capture wider CMS / feature requests and log them for the product roadmap.
  • Flag risks or opportunities to Lead Customer Success.

Systemising

  • Use AI tools and templates to speed up setup, support and content, in agreement with Lead Customer Success. 
  • Suggest improvements to our onboarding and support processes as you spot them.


What we are looking for

Need

  • Hands-on experience with a content management system: building pages, structuring content, managing media.
  • Organised and reliable. Can run a checklist and a ticket queue at the same time.
  • Good with customers on a call, in a training session and in writing.
  • Good eye for detail to lead to high quality resulting sites.
  • Curious about how things work and quick to pick up new tools, including AI.

Useful

  • Familiarity with basic web concepts: DNS, redirects, SEO fundamentals, forms and tracking.
  • Umbraco experience.
  • Agency, SaaS onboarding or support desk background.
  • Freshdesk, HubSpot or similar tools.
  • Attractions, tourism or hospitality marketing background.


Benefits include

  • 28 days' holiday + Christmas
  • Extra day holiday per year at Semantic (up to 33 days total + Bank Holidays + Christmas)
  • Bonus free day off on your birthday
  • Flexible working hours (after your first year)
  • Work from home / fully remote, or option to work in the office
  • Quarterly team days and activities

 

Apply online here... 
(deadline for applicants - 8am, Monday 26th October)