Client Services Executive (late shift)

We're on a mission to change the way businesses make decisions with our cutting-edge AI technology. To achieve that, we’re looking for passionate people to join our open and unconventional workplace. Our inclusive environment welcomes skills and experiences from diverse backgrounds, and defines who we are.

About the role - What’s your purpose?

Our Client Services Team is the critical link between our clients and Signal AI. We are looking for a highly motivated self-starter who can deeply understand what matters most to our customers and use these insights to support & optimise their Signal AI experience. This position is responsible for supporting some of our largest and most complex clients, on a consultative and highly technical basis. The role is designed to optimise product configuration to increase product value, ensure our clients get the most out of the Signal AI platform and ultimately renew.

The primary responsibility of the Client Services Executive will be to serve as a key resource within the organisation, offering product training and support in various aspects pertaining to our customers. Continually offering their expertise to understand their requirements, industry and how to optimise our products for their business needs. 

Working directly with the Customer Success, Implementation, Product and Sales team, this individual will liaise with clients, work directly with outsourcers / third parties, as well as manage and analyse complex internal processes.

The goal here is to educate customers on how the Signal AI platform and our other technical offerings / products will ensure they reach their business goals. All the while continually evaluating and improving all processes related to one of the most exciting and important areas of our business. The role has great growth potential, and you will be given the opportunity to explore different facets of the company, as well as be exposed to some of the biggest and most prestigious companies in the marketplace.

Responsibilities:

• Responding to client inbound requests in a timely and concise manner as so to eliminate the likelihood of repeat issues:

• Offering technical support via a variety of inbound channels (chat, email, phone), which may include, but is not limited to:

• Assisting with login queries

• Email delivery investigations

• News article, publication and content investigations/analysis

• Investigating platform issues and potential bugs

• Analysing data sets

• Build strong relationships with key clients, providing exceptional technical support and guidance.

• Deliver and design engaging product training and onboard new clients.

• Proactively identify and resolve client issues.

• Manage complex client projects, collaborating effectively with internal teams (Sales, Customer Success, Implementation).

• Contribute to the development and improvement of client service processes.

• Advocate for client needs, influencing product roadmap development.

• Ability to understand overarching business goals and KPIs, ensuring adherence to processes and adapt to changing needs as they arise.

• Own and maintain our client-facing Help Centre, ensuring content is relevant and up-to-date.

• Mentor and coach junior team members.

Experience required:

• Excellent English (C2 level for non-native speakers)

• Experience in a client-facing role (e.g., Sales Engineer, Customer Support Agent, Technical Account Manager) as well as experience in Product Training

• Experience with large enterprise clients

• Strong technical aptitude and problem-solving abilities

• Outstanding communication, interpersonal, and presentation skills

• Ability to work independently and as part of a team

• Experience using CRMs, Project Management tools, (Salesforce, Jira, Trello or similar)

• Knowledge of social media landscape and APIs is a plus

• Must be able to work US hours while based in Lisbon - from 13h00 until 22h00, weekdays

Not sure you meet every requirement? Studies show that women and other underrepresented groups often hesitate to apply unless they check every box. At Signal AI, diverse perspectives strengthen our teams, drive innovation, and lead to better performance. So even if your background doesn’t align perfectly with each qualification, we encourage you to apply if you’re passionate about this role.

We're dedicated to creating an inclusive environment where every Signaller feels welcomed, valued, and heard—a place where you can truly thrive as yourself.