Customer Experience Specialist

About Us

We are an international company who deliver end-to-end managed TV services to telecoms operators and ISPs — powering live TV, catch-up, VOD, and cloud gaming across set-top boxes, mobile, and web for some of the UK’s leading operators.

Our latest consumer product has just launched in the UK and represents a major step in our direct-to-consumer ambitions. Uniquely within the Group, we operate both a managed service B2B model and a D2C business, selling directly to consumers through Amazon and eBay. We have big plans and this is just the beginning!

Job Role

This is a newly created position, built to raise the quality and responsiveness of customer and partner support across two channels: our B2B ISP operator partners, and our D2C customer base via Amazon and eBay.

As Customer Experience Specialist, you sit between frontline support and our internal product, operations, and commercial teams. You own complex B2B escalations end-to-end, maintain structured support processes across our D2C channels, and keep a constant eye on service quality — monitoring CX metrics, flagging issues proactively, and acting as the voice of the customer by turning what you learn into clear, actionable input for the Product team.

This role is deliberately broad. As we scale our brand portfolio and operator partnerships, the scope will grow with it. We want someone who brings structure and rigour to everything they touch — and who is energised, not unsettled, by a remit that evolves.

We are known for retaining our people: average tenure exceeds 10 years. For the right person, this role is a genuine career platform — with the opportunity to grow within the UK business and, over time, across the wider Group.

Key Responsibilities

B2B - Telecoms & ISP Operator Support (Primary)

• Act as the Level 2 escalation point for telecoms and ISP operator queries that cannot be resolved at frontline - owning each case from triage to closure
• Investigate technical and service issues in coordination with Product, QA, and Engineering; communicate clearly with partner ops contacts throughout
• Maintain structured records of all escalations, outcomes, and resolution times
• Identify recurring issues and feed them into the product and operations teams with clear documentation to drive upstream fixes
• Support onboarding of new operator partners and in-life service management as the business scales

D2C - Amazon & eBay

• Handle post-purchase customer enquiries, returns, and complaints escalated from Amazon and eBay marketplace platforms
• Monitor and actively manage seller account health: response rates, review scores, resolution centre cases
• Coordinate with hardware and logistics teams on fulfilment and returns issues
• Ensure all D2C SLAs are met consistently; flag risks early

Qualifications & Experience:

• 2-4 years in a customer support, technical support, or operations role - ideally within telecoms, consumer electronics, or a streaming/TV platform
• Proven ability to handle both B2B partner-facing and B2C consumer-facing support, whether in the same role or across consecutive ones
• Highly structured: you document everything, keep your tickets clean, and leave every process better than you found it
• Strong written and verbal communication - you can adjust your register between an ISP operations manager and a frustrated end consumer
• Comfortable with helpdesk tooling (Zendesk or equivalent) and standard productivity tools (Google Workspace, Notion, or similar)
• Analytical: you use data to understand root causes, not just to report activity
• Calm under pressure, organised across multiple open cases, and clear-headed when priorities shift
• AI-fluent: you actively use AI tools in your day-to-day work - whether for drafting communications, synthesising feedback, building macros, or improving support workflows - and you look for opportunities to apply them practically rather than waiting to be told to

Bonus Points

• Experience with Amazon Seller Central, eBay Resolution Centre, Trustpilot, or other marketplace/reputation platforms
• Familiarity with IPTV, set-top box hardware, or managed TV/broadband services
• Experience working at or alongside an ISP, MVNO, or telco partner - including field or retail-facing roles transitioning to desk-based operations
• Experience running or contributing to structured user trials, beta programmes, or feedback collection initiatives

Package and Location

• Competitive base plus annual bonus
• BUPA private health insurance (including dental)
• Pension contribution
• Transport support (nearly £100/month)
• Access to our streaming device & gamepad + cloud gaming
• Tester access to major streaming services (Netflix, Disney+, and more)
• Perkbox employee benefits
• Central London location - full-time, in-office