Are you looking for a role where you can blend your organisational wizardry with top-notch customer service skills? Do you geek out on a plan? If you've answered yes and know your way around cutting-edge VR technology, then we’ve got just the opportunity for you...👀

At Gemba, we're pioneering immersive VR training for top global manufacturing companies, and we’re looking for a Customer Operations Specialist to ensure our customers have a seamless experience using our platform, from onboarding to delivery. Reporting to the VP of Customer Experience, you’ll work hands-on with customers to manage their operational needs, from hardware setup to troubleshooting and everything in between.

What you’ll be doing 👇:

• Operational Planning: Collaborating with customers from top global businesses to create smooth delivery plans, including scheduling sessions, managing hardware needs, and logistics.
• Relationship Building: Support our customers and users through their journey with Gemba, ensuring they are comfortable with the platform and service offered.
• Hardware Guidance: Helping customers set up, manage, and troubleshoot their VR headsets to ensure technical readiness.
• Technical Support: Addressing network, bandwidth, and hardware issues, running tests, and ensuring optimal performance of our platform.
• Service Support: Assisting with onboarding and session prep, keeping things running smoothly and making adjustments when needed.
• Collaboration: Working closely with Customer Success to identify upsell opportunities and sharing customer feedback with our Product team to drive improvements.

We’re looking for 👇:

• Experience: 2+ years in customer operations, customer success, account management, customer support, event operations or similar. 
• Industry knowledge: Experience with VR or a B2B SaaS platform with enterprise customers is highly desirable.
• Technical Know-How: You’re comfortable with the latest trends in hardware and software, especially VR.
• Organisation: Strong project management skills with the ability to manage multiple customers, build schedules and prioritise tasks effectively.
• Problem solver: Proactive rather than reactive - come with solutions and smiles 😄
• Attitude: Cheerful, friendly, and totally customer-focused – you know how to keep clients happy and operations running smoothly, and will do what it takes to make that happen.
• Communication: Exceptional verbal and written communication. Professional and friendly manner. Fluency in French or other languages is an added bonus! 

In return, we offer 🎁:

• The opportunity to work at the cutting edge of VR training technology, with recognisable brands and businesses.
• A fun, dynamic environment where your skills will be valued and recognised.
• Generous learning budget of up to £1,000 per employee per year 📚
• 25 days annual leave🌴 + Christmas closure 🎄 + Birthday day off 🥳
• Private healthcare 🏥, Pension 👵 and unlimited mental health and well-being support 🧘‍♀️
• A designated Culture Manager to ensure we're the best place to work! 🧡

Please note that unfortunately we cannot offer sponsorship for this position so all candidates must have current right to work in the UK. 

🕗 8.30am - 5pm, Monday - Friday

📍 Shoreditch, London

Onsite: 4 days per week 

Salary: £30,000-35,000 per annum, depending on experience