DC Thomson

Customer Support & Success Manager

DC Thomson

contract

Posted on:

Location Type: Remote

Location: United Kingdom

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About the role

  • Provide timely assistance to researchers, academics, and other users in navigating the archive platform.
  • Respond to inquiries related to access, usage, and technical issues; escalate complex cases as needed.
  • Maintain accurate records of customer interactions and feedback
  • Onboard new users and institutions, ensuring they receive appropriate training and resources to fully utilise archive features
  • Build strong, trusting relationships with users, proactively engaging to understand their research goals and challenges.
  • Monitor platform usage and satisfaction metrics to identify opportunities for improved support or additional training
  • Advocate for user needs internally, relaying feedback to product, technical, and content teams to inform platform enhancements
  • Develop and implement support procedures tailored to the unique needs of historical researchers and academic institutions.
  • Analyse user feedback and usage data to identify trends, inform best practices, and drive continual service improvement
  • Report on support and satisfaction KPIs to leadership, contributing to organisational goals and resource planning

Requirements

  • Experience working in the higher education / academic sector.
  • Excellent communication and interpersonal abilities.
  • Strong analytical and problem-solving skills, particularly with academic or archival platforms.
  • Experience with customer support tools, CRMs, and digital resource environments.
  • Empathy and patience in assisting users of varied technical backgrounds.
  • Ability to collaborate cross-functionally, especially with technical, product, and sales / marketing teams
  • Core skills: Consultancy, Customer engagement and loyalty, Customer experience, Customer service support, Data analytics
  • **Behaviours:**
  • Lead with empathy and active listening – These build trust quickly, helps customers feel heard, and surfaces the real underlying issue so solutions are better targeted and more effective.
  • Communicate clearly and calmly – Plain, jargon‑free language and steady tone reduce confusion and anxiety, which is crucial when customers are under time pressure or facing service disruption.
  • Ask clarifying questions before acting – Thoughtful probing avoids misdiagnosis, prevents rework, and ensures that any fix or recommendation maps to the customer’s actual goals and constraints.
  • Be proactive and organised – Using data and patterns to anticipate issues and prioritise work means fewer surprises for customers and more consistent, reliable service delivery.
  • Follow through relentlessly – Owning an issue end‑to‑end, with updates until full resolution, signals accountability and significantly strengthens satisfaction and loyalty.
  • Use insight to improve the service – Capturing recurring themes and feeding them into product, content, and process changes steadily reduces friction and increases value for all customers over time.
  • Act as an internal connector and advocate – Coordinating across teams on the customer’s behalf turns a fragmented organisation into a coherent experience, which is especially important in complex B2B environments.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analyticscustomer service supportcustomer engagementcustomer experienceconsultancyproblem-solvingtechnical supportuser onboardingrecord maintenanceplatform usage analysis
Soft skills
communicationinterpersonal abilitiesempathyactive listeningproactiveorganisedanalytical thinkingcollaborationtrust buildingcustomer advocacy