Customer Operations Specialist

Immersive Labs

Customer Operations Specialist providing technical and operational support for enterprise accounts. Collaborating with Value Engineers to enhance customer onboarding and address technical queries.

Posted 7/27/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Execute regular health checks and analyze adoption trends across 200+ enterprise accounts upon directive or request from Value Engineers. Generate reports to identify churn risks and provide technical findings directly to the VE team.
Own the back-end technical and utilization data preparation for QBRs, building custom reports and data packages that highlight customer ROI for Value Engineers to deliver.
Evaluate incoming customer feedback and technical friction points. Raise appropriate insights through product and engineering teams (via Jira/Productboard) to systematically improve product functionality in line with customer expectations.
Conduct direct, technical live video calls and product demonstrations to walk admins through complex configurations.
Consult directly with enterprise accounts and VEs on data mapping. Clean, validate, and execute bulk user uploads via spreadsheets. Manage nested team structures, license seats, SCIM/SAML UID removals, and bulk deactivations.
Lead technical set-up and triage calls with customer IT/IdP teams to configure SSO/SCIM. Troubleshoot configuration issues using internal logs, replace expired certificates, and map enterprise attributes.
Partner with customers and Value Engineers to translate event blueprints into reality. Manage technical event prep, including bulk uploads, team assignments, scheduling, custom collection creation, landing page generation, and dedicated live/on-call technical coverage.
Triage and resolve daily tier-1 and tier-2 tickets across the entire product suite for both enterprise portfolios and the standard customer queue, accurately differentiating between user errors and platform bugs.
Route verified bugs and platform infrastructure issues to BAU engineering teams. Own technical communication with the affected customers from initial breakout through to final resolution.
Process internal operational requests for new customers, POVs, and event org creations; internal joiner and leaver account management; permissions; and automated billing configurations.
Monitor the community platform for unaddressed technical queries and deliver verified resolutions for ad-hoc customer requests.
Utilize business intelligence tools to build and securely deliver custom reports upon request from VEs or enterprise clients that are not natively available in the standard user interface.
Conduct recurring compliance and cleanliness audits within internal management tooling, including org switcher permissions, renewal alignment, and executing GDPR-compliant churned customer data deletions.
Maintain and update internal technical guides, system tool processes, and customer-facing async training assets to constantly reduce ticket velocity.

Requirements

What you’ll need

Experience being customer facing and building relationships with external stakeholders- you are able to facilitate calls with clients and walk them through features as well as onboard and enable them. You ask smart, exploratory questions to build and nurture the customer relationship and measure the health of the account
Experience managing high-volume support or operations queues with strong prioritization
Experience owning complex support and ops workflows at scale
Strong technical triage skills with clear examples of structured diagnosis. Can clearly walk through a troubleshooting framework
Proven success handling complex enterprise onboarding/admin workflows
Strong hands-on experience with integration support in customer-facing environments. practical exposure to SSO, SCIM, identity providers, or provisioning flows
Has built or delivered customer-facing or internal operational reports. You will work with the Value Engineers to translate usage data into insights such as adoption risk, health, or ROI

Benefits

Comp & perks

Time off, flexible and remote working so you can work when is best for you, includes 25 days annual leave + 2 volunteering days and your birthday off
The longer you are with Immersive, the more holiday days you get, up to a maximum of 30 days after five years of service
Look after your family and yourself with enhanced parental leave, mindfulness groups, critical illness cover, 7% matched pension, private healthcare plan and more
Career and learning development through the platform, a dedicated professional development fund and our ‘Learn Anything’ fund - which enables you to learn anything that’s not work!
Recognition & Rewards for doing great work and living our values and behaviours
Informal or formal flexible working options, e.g. flexible start and finish times, reduced hours
We have a vibrant team culture with team events throughout the year. Our socials have included everything from pottery painting and paper mask making, to dungeons and dragons!
When you do visit the UK hub, getting there is easy: we’re based in the centre of Bristol, just a 10 minute walk from the train station. We also offer railcard loan and cycle scheme to buy a new bike