Customer Support Specialist

We have an exciting vision for cybersecurity - one that puts people at the center of cyber. Our cyber resilience SaaS platform is an agile, hands-on solution that helps teams continuously assess, build, and prove cyber capabilities through real-life simulations, rather than one-off training sessions.
We help the world's biggest brands like Citi, Pfizer, Humana, and HSBC, protect their revenues and brand reputations.
Founded in 2017 from a cargo container in Bristol, UK, Immersive Labs has progressed to the global stage and has secured over $180 million of funding.
The opportunity
As our US customer base grows, we're looking for a Customer Support Analyst with a passion for best-in-class customer service to join the team. As a member of the Customer Support Team, your role will be instrumental in ensuring our customers get the best experience from our platform, while helping organizations to optimize their cyber workforce.
With our continued success and growth we have the opportunity for individuals with a passion for customer service to join us on our journey.
Your main responsibilities

• Provide support & guidance to professionals across our customer base that use the Immersive Labs platform.
• Help customers navigate a variety of tools & features within Immersive Labs.
• Maintain comprehensive knowledge of Immersive Labs to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues.
• Work closely with teams across the organisation in support of customers.
• Respond to customer tickets inline our defined SLAs.
• Speak directly with customers to ensure smooth resolution of support tickets.

You should apply if you have

• Have demonstrated experience in customer service and are passionate about the customer experience.
• Possess technical aptitude or familiarity with software concepts.
• Ability to troubleshoot technical queries.
• Problem solving skills.
• Experience in a help-desk environment would be an advantage but not essential.

Immersive Labs' growth has been fueled by the values that underpin everything we do, here's how they relate to this role

• Drive - We are innovators and market-creators, constantly moving forward to achieve results in support of our mission.
• Inclusive - We are passionate about creating an environment of inclusion and respect for our employees, customers and partners, everyone has opportunities to thrive.
• Customer Obsessed - We seek to develop deep relationships with our customers to help them achieve their business outcomes
• One Team - We are a talented global team working together to achieve our vision.

If you would like to read more about what you can expect from our recruitment process, you can visit our dedicated interview process page.
What Immersive Labs offer: As well as an inclusive, supportive place for you to be you. We offer an extensive range of benefits so you can do your very best work

• Look after you and your family with Health, Dental and Disability insurance; fully paid sick leave and mental health support
• Time off, flexible and remote working so you can work when and where is best for you, including 33 days holiday, 12 weeks enhanced parental leave, 2 volunteering days and your birthday off
• Save for the future with contribution matched 401K, and rewards and recognition for your successes
• Career and learning development through the platform and our 'Learn Anything' fund
• Recognition & Rewards for doing great work and living our values and behaviors
• While most of the team is fully remote, when you do visit, our North American HQ is based in the center of Boston, just a 10-minute walk from Back Bay train station
• We're a sociable, tight-knit team with monthly socials, sports clubs and quarterly parties. Our socials have included everything from cake competitions, to movie nights and escape rooms

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.