Immersive

1 day ago

Customer Operations Specialist - Remote within UK

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Own enterprise onboarding and enablement for a portfolio of ~200 accounts, partnering with Value Engineers to drive self-service adoption and measurable ROI. Serve as the technical co-pilot for customer health and churn risk insights, prepare data for QBRs, and escalate friction to product/engineering. Handle high-volume tier-1/2 support queues, integrations (SSO/SCIM), and custom reporting/analytics to improve customer outcomes.

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Act as technical and operational engine supporting Value Engineering by monitoring platform health, adoption trends, and churn risk across enterprise accounts.
•Own technical data preparation for QBRs, building custom reports and data packages highlighting customer ROI.
•Evaluate customer feedback and technical friction points, and raise insights through Jira/Productboard to improve product functionality.
•Provide advanced administration and onboarding including bulk user provisioning via spreadsheets, and lead integration support for SSO/SCIM with IT/IdP teams.
•Triage and resolve daily tier-1/tier-2 tickets across the product suite, manage escalations/incident communications, and maintain documentation and customer-facing async training assets.

Pay and Benefits

Perks:Remote WorkAnnual LeaveVolunteeringParental LeavePensionHealth InsuranceLearning Budget

Key Requirements

•Experience being customer facing and building relationships with external stakeholders in a SaaS or cybersecurity company, including facilitating calls and onboarding/enabling customers.
•Experience managing high-volume support or operations queues with strong prioritization.
•Experience owning complex support and operations workflows at scale.
•Strong technical triage skills with structured diagnosis and the ability to walk through a troubleshooting framework.
•Hands-on integration support experience in customer-facing environments, including practical exposure to SSO, SCIM, identity providers, or provisioning flows.

Experience:SaaSCybersecurity

Skills:ProactiveValue-drivenCustomer-facingRelationship buildingPrioritizationStructured diagnosis

Tech Stack:JiraProductboardLookerSendSafelyActive AdminLoomSSOSCIMSAMLGDPRSpreadsheets

Company Brief

Immersive

Provides a hands-on cyber resilience platform (Immersive One) that measures, tests, and improves cybersecurity skills across technical and non-technical teams using realistic labs, simulations, and cyber drills for enterprises and government customers.

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: Bristol, United Kingdom

Founded: 2017

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Immersive

1 day ago

Customer Operations Specialist - Remote within UK

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Act as technical and operational engine supporting Value Engineering by monitoring platform health, adoption trends, and churn risk across enterprise accounts.
•Own technical data preparation for QBRs, building custom reports and data packages highlighting customer ROI.
•Evaluate customer feedback and technical friction points, and raise insights through Jira/Productboard to improve product functionality.
•Provide advanced administration and onboarding including bulk user provisioning via spreadsheets, and lead integration support for SSO/SCIM with IT/IdP teams.
•Triage and resolve daily tier-1/tier-2 tickets across the product suite, manage escalations/incident communications, and maintain documentation and customer-facing async training assets.

Pay and Benefits

Perks:Remote WorkAnnual LeaveVolunteeringParental LeavePensionHealth InsuranceLearning Budget

Key Requirements

•Experience being customer facing and building relationships with external stakeholders in a SaaS or cybersecurity company, including facilitating calls and onboarding/enabling customers.
•Experience managing high-volume support or operations queues with strong prioritization.
•Experience owning complex support and operations workflows at scale.
•Strong technical triage skills with structured diagnosis and the ability to walk through a troubleshooting framework.
•Hands-on integration support experience in customer-facing environments, including practical exposure to SSO, SCIM, identity providers, or provisioning flows.

Experience:SaaSCybersecurity

Skills:ProactiveValue-drivenCustomer-facingRelationship buildingPrioritizationStructured diagnosis

Tech Stack:JiraProductboardLookerSendSafelyActive AdminLoomSSOSCIMSAMLGDPRSpreadsheets

Company Brief

Immersive

Industry: Cybersecurity

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: Bristol, United Kingdom

Founded: 2017

Glassdoor: 3.4

Website LinkedIn Glassdoor