Customer Operations Specialist - Remote within UK

About this role

A platform you can believe in: Immersive One is the leading cyber resilience solution across the globe.

Partner with Immersive’s enterprise customers within this region to provide world-class onboarding and enablement experiences in their journey towards building cyber resilience, with readiness to tackle the cyber threats of tomorrow! If that excites you, read on!

Immersive is the cyber proving ground for the AI enterprise. Through Immersive One, organizations can test whether people, AI-enabled workflows, security teams, agents, and leaders can perform securely under realistic pressure, then turn that performance into evidence they can use to improve, benchmark, and report readiness. Trusted by 30%+ of the Fortune 100 and ranked #1 in the Forrester Wave™ 2026, Immersive helps organizations prove AI can be adopted safely, teams can develop and defend at AI speed, leaders can lead through crisis, and AI agents can be validated before they are trusted in live workflows

https://www.immersivelabs.com/why-immersive-labs

Immersive was founded in 2017, from a cargo container in Bristol, UK we’ve grown to over 300 employees globally, announced funding of more than £150 million and been voted a Best place to work on multiple occasions!

https://www.immersivelabs.com/company/our-story

Customer Operations Specialist - Remote within UK

Immersive is hiring! Could you be our next Customer Operations Specialist? We’re looking for an experienced, proactive and value-driven individual to join our established Customer Operations team in the UK as a Customer Operations Specialist.

The essence of our Customer Operations team is customer obsession. In fact, “Customer Centricity” is a core company value and embraced by every Immersive employee to support your efforts as champion of the customer voice.

With customers like HSBC, UK National Health Services and Goldman Sachs, plus feedback like “The best tool for learning cyber security”, “A great platform to learn and gain hands on experience on tools” and “Immersive is a must have for every organisation,” you can see why customer centric is the core of who we are, and our Customer Operations Specialists are a key pillar in elevating the customer voice and accelerating time to value.

Reporting to the Customer Operations Manager, as a Customer Operations Specialist you will act as the core technical and operational engine supporting the Value Engineering (VE) team. This role bridges deep technical product triage with scale-focused account execution. Managing a split focus, the Specialist acts as a technical co-pilot for a portfolio of approximately 200 enterprise accounts to drive self-service and adoption, while simultaneously owning the daily reactive ticketing queues and queries for all other customers.

As an experienced individual contributor in the team, your main responsibilities will include:

1. Enterprise Account Support & VE Alignment

- Platform Monitoring & Health: Execute regular health checks and analyze adoption trends across 200+ enterprise accounts upon directive or request from Value Engineers. Generate reports to identify churn risks and provide technical findings directly to the VE team.

- Quarterly Business Reviews (QBRs): Own the back-end technical and utilization data preparation for QBRs, building custom reports and data packages that highlight customer ROI for Value Engineers to deliver.

- Customer Feedback & Escalation: Evaluate incoming customer feedback and technical friction points. Raise appropriate insights through product and engineering teams (via Jira/Productboard) to systematically improve product functionality in line with customer expectations.

- Live Support & Enablement Sessions: Where self-service material does not cover an enterprise customer's query, conduct direct, technical live video calls and product demonstrations to walk admins through complex configurations, strictly focusing on empowering them to self-serve in the future.

2. Advanced Administration & Onboarding

- User Administration & Bulk Provisioning: Consult directly with enterprise accounts and VEs on data mapping. Clean, validate, and execute bulk user uploads via spreadsheets. Manage nested team structures, license seats, SCIM/SAML UID removals, and bulk deactivations.

- Integration Support (SSO & SCIM): Lead technical set-up and triage calls with customer IT/IdP teams to configure SSO/SCIM. Troubleshoot configuration issues using internal logs, replace expired certificates, and map enterprise attributes.

- Customer Event Prep & Execution: Partner with customers and Value Engineers to translate event blueprints into reality. Manage technical event prep, including bulk uploads, team assignments, scheduling, custom collection creation, landing page generation, and dedicated live/on-call technical coverage.

3. Technical Triage & Queue Management (All Customers)

- Multi-Product Technical Support: Triage and resolve daily tier-1 and tier-2 tickets across the entire product suite (Labs, Crisis Sim, Workforce, Screening, Cyber Range Exercises, and Dynamic Threat Ranges) for both enterprise portfolios and the standard customer queue, accurately differentiating between user errors and platform bugs.

- Escalation & Incident Handling: Route verified bugs and platform infrastructure issues to BAU engineering teams. Own technical communication with the affected customers from initial breakout through to final resolution.

- Internal Lifecycle Management: Process internal operational requests for new customers, POVs, and event org creations; internal joiner and leaver account management; permissions; and automated billing configurations (renewals, upsells, and AI opt-ins/outs).

- Community & Bespoke Support: Monitor the community platform for unaddressed technical queries and deliver verified resolutions for ad-hoc customer requests.

4. System Maintenance & Insights

- Custom Reporting & Analytics: Utilize business intelligence…