B2B Client Support & Delivery Specialist - Film & Live Events Clients - Europe
Location: RemoteEmployment Type: Full-time ABOUT US usheru is an innovation-driven technology company in the film, music, sports, and entertainment industry.
We are dedicated to providing technological solutions that enhance marketing, analytics, and direct-to-consumer relationships for our partners.
We work with over 100 clients internationally including: movie studios, distributors, national film organisations and live entertainment venues such as stadiums and arenas, delivering long-term value through helping to maximise reach, drive sales, and get their audiences engaged. ROLE OVERVIEW We're seeking a B2B Client Support & Delivery Specialist to join our team.
The Client Support & Delivery Specialist will be the first point of contact for clients, ensuring their inquiries are managed through efficient and well-defined processes.
This role requires a strong background in support ticket management and a proven ability to handle a high volume of tickets while adhering to SLAs.
The Specialist will collaborate with internal teams to continuously refine workflows, ensuring seamless and effective service delivery that exceeds client expectations. This new team member will develop and implement effective automation strategies to enable scaling of usheru's operational efforts in a measured, data-driven manner, and continuously improve processes to optimise our partner's experience of usheru's service and delivery. You will report to our Senior Client Lead and join the overall Operations & Client Success Team, within our growing, collaborative company. KEY RESPONSIBILITIES Support Ticket Management: Monitor and manage support tickets using the HubSpot Service Hub, including optimising the use of the tool's features & reporting.Categorise, prioritise, and resolve tickets based on urgency and defined SLA timelines.Escalate complex issues to appropriate departments while maintaining ownership until resolution.Maintain detailed ticket documentation, including troubleshooting steps and resolution outcomes.Process Adherence & Optimisation: Strictly follow established workflows and processes to ensure consistency in client interactions.Document the process of any updated workflows, or create documentation where required.Identify inefficiencies in support workflows and propose actionable improvements.Ensure all client-facing communications are aligned with company standards and tone of voice.Client Interaction: Provide clear and concise updates to clients throughout the ticket resolution process.Proactively reach out to clients to ensure their issues are fully resolved and satisfaction is achieved.Handle escalations professionally, resolving issues with empathy and efficiency.Document Client product/feature asks and communicate them back to the Product Manager, using a defined processData-Driven Insights & Reporting: Track and analyse support metrics (ticket volume, resolution time, client satisfaction) to identify trends.Regularly report on SLA compliance, ticket trends, and key performance indicators (KPIs).Share insights from recurring issues to improve products/services or streamline support processes.Identify regularly occurring issues or bugs to report to the Product & Tech team.Identify AI tools that can support insights for the client-facing teams, or optimise ongoing processes.Collaboration & Knowledge Sharing: Maintain an up-to-date knowledge base with troubleshooting guides and FAQs.Collaborate with Product, Sales, and Operations teams to resolve issues and implement feedback loops.Participate in team meetings to share process improvements and learnings from client interactions.
REQUIRED QUALIFICATIONSEducation: Bachelor's degree in Business, IT, Communications, or a related field.
Equivalent work experience may be considered. Experience: 2–3 years of experience in client support or help desk roles, with a focus on ticketing systems.Demonstrated success in managing high ticket volumes while meeting or exceeding SLAs.Experience implementing or improving support workflows and processes.Skills: Proficiency in ticketing tools like sendesk, Freshdesk, Jira, or ServiceNow.Strong problem-solving skills and a process-oriented mindset.Familiarity with SLA management and escalation protocols.Ability to manage time and prioritise tasks effectively in a dynamic environment.
Key Attributes:Detail-oriented with a passion for process optimisation.Empathy and patience in handling client issues.Proactive and results-driven, with a focus on continuous improvement.Ability to work independently and as part of a team.Interest in Tech & in the ability of AI to optimise workflows
Preferred Qualifications:Experience with remote support for global clients.Familiarity with automation tools to streamline support processes.
Work Environment:Flexible hybrid or remote working options.Opportunity to collaborate with cross-functional and international teams.What We Offer: Competitive salary Flexible work-from-home arrangementsA close-knit, supportive team that values growth and innovationOpportunities for professional growth and development