Customer Success Associate

About us

Skillcast Group Plc is a B2B provider of e-learning and staff compliance management. We help companies build ethical, inclusive, and resilient workplaces and a culture of compliance with regulations and standards. Our clients are from all sectors, but the financial services sector is a major focus.

Position overview

We are looking for a Customer Success Associate to support our Customer Success Managers. In this role, you’ll manage client queries through our ticketing system, support work done on our bespoke Learning Management System (LMS), and help ensure a seamless customer experience. This position is ideal for someone comfortable supporting customers on platform-based digital products or SaaS environments.

 
Responsibilities include:
Client interaction:

• Handle incoming client requests in Intercom with quick, accurate turnaround to routine questions.

• Respond to customer requests in a timely manner according to Service Level Targets via incoming calls and CRM System (Intercom).

• Triage client requests and use best practices to provide appropriate solutions and/or escalations.

• Provide accurate information regarding our products and services to our clients.
  

Client administration and system management:

• Data entry and maintaining customer databases on the Learning Management System (LMS)

• Update other Skillcast systems and reference material as needed (Guru)
  

Support the Customer Success Management team:

• Facilitate the upkeep of client portals and other tasks.

• Enhance the overall customer experience and streamline processes by highlighting common issues and trends raised by clients.

• Monitor and escalate complex problems to the CS team or team leaders when necessary.
  
  

Skills and Attributes:

• Minimum 2 years’ experience in customer service, ideally in SaaS B2B environment
• Hands-on use of CRM systems and ticket management tools (e.g. Zendesk, Intercom would be considered an advantage)
• Familiarity with supporting customers on digital products (like SaaS platforms) is highly desirable

• Proven experience of following processes and procedures whilst offering solutions for improvement of the customer service experience for the client

• Excellent communication skills, both verbal and written (English)

• Ability to multitask and prioritise effectively in a fast-paced environment.

• Strong organisational skills and a methodical approach to workload planning and task execution.

• Excellent interpersonal skills, enabling seamless collaboration and relationship-building both internally and externally.

• Extremely self-motivated, ability to thrive independently and as a strong contributor within a team environment.

Benefits:

• Join our international company that is growing rapidly in a thriving and innovative sector.

• Hybrid working pattern – currently a minimum of 2 days per week at our office and 3 days per week working independently and proactively from home.

• Competitive salary

• Contributory Pension

• Private Medical Health Care Plan

• Life Assurance

To apply for this role, please click 'Apply for this job.' 

Application Closing Date: 30th of September 2025