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Engineering, Full Time    New York    Posted: Monday, May 06, 2019
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Qubits Customer Team includes the brightest talent: ex-consultants, engineers, entrepreneurs & college graduates. We are now hiring our first Customer Support Engineer to join our fast paced New York office to support our expanding client portfolio.

As a key member of our the team, youll ensure the technical health of our client portfolio & support the business objectives by resolving our clients technical enquiries & issues as well as offering technical best practices & training . In this process, you will work closely with our Professional Services, Customer Success & Product teams.

As the first Customer Support Engineer in the company, its also a great opportunity to make your mark early on our Support strategy & develop the day to day best practices & processes within Support to drive the best customer experience possible.

This is a fantastic opportunity for someone who is passionate about being both client facing & technical & wants to work with some of the biggest names in our core verticals; retail, travel & e-gaming with the opportunity to progress in a fast paced environment.

Key Responsibilities:

  • Work with a sense of urgency to continually improve service levels & customer satisfaction
  • Adhere to the team processes & workflows & pro-actively seek to improve these for a better customer experience as well as to drive internal efficiencies
  • Focus on meeting SLA targets whilst providing clients with effective & strong support
  • Triage & assign the appropriate level of priority & issue type to the incoming customer enquiries
  • Engage with our clients via our ticketing system to provide troubleshooting as well as technical support, best practices & training around our platform
  • Hold responsibility & accountability for ticket resolution & workload prioritisation
  • Escalate product queries as appropriate
  • Regularly update clients on their open queries & set expectations with clear next steps & appropriate timelines

Cross-functional responsibilities

  • Pro-actively collaborate with the Professional Services team to deliver on clients requirements
  • Pro-actively work with Customer Success teams to mitigate at risk clients
  • Seek to optimise cross-functional collaboration
  • Work with our Product teams to influence needed changes & additions to our products documentation
  • Spearhead the reporting & processes for effectively communicating on product feature requests and/or improvements.
  • Feed into the long term strategy & vision for support at Qubit

Personal Attributes:

  • Either a degree in Computer Science, Web Development or related discipline or the equivalent in relevant work experience.
  • Proficient with JavaScript, you will be able to hand code a website from scratch. Some knowledge of JQuery would be very helpful.
  • Good AJAX, CSS & HTML skills (React desirable)
  • Experience cross-browser checking would be highly advantageous.
  • Troubleshooting experience.
  • A minimum of 2 year experience in working in a support organisation & using a ticketing system
  • As a curious minded, pro-active & organised individual, you love investigating & understanding root causes & you are a problem solver.
  • As a strong & detail oriented communicator, you are able to deal with clients in business & technical terms.
  • Driven by customer satisfaction, you can manage expectations with empathy & professionalism.
  • You have a track record of demonstrating initiative, process adherence & execution.
  • Desire to learn quickly & thrive in a changing environment.
  • You are fluent in English & French or Spanish with the authorization to work in the UK.

Plenty of perks

As well as the opportunity to work with leading clients & a world-class team, you'll get:

  • Realistic performance-related bonuses
  • Equity options
  • Private health & dental insurance
  • Twice weekly supermarket shop so that you can have healthy breakfast, lunch & snacks
  • Yoga & meditation classes
  • Subsidised gym membership
  • Fortnightly company socials
  • Plenty of opportunities for training & development

Location:HQ is in London, other offices New York, Paris, Barcelona

About Qubit

Qubit is the leader in delivering highly persuasive personalization at scale.

In 2018, the company was named a Top Rated A/B Testing & Personalization Tool by TrustRadius. Leading brands in retail, travel & egaming work with Qubit to transform the way they understand & influence their customers. Companies like NET-A-PORTER, Topshop, Emirates, Ubisoft, Thomas Cook, & Ladbrokes Coral are using the Qubit personalization platform to increase revenue, build loyalty & significantly improve their marketing efficiency. Every week Qubit is used to personalize approximately $600 million in online sales.

Qubit is an equal opportunity employer committed to providing its employees with a work environment that is both challenging & rewarding. For additional information, please visit our website at

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