Our team is growing, and we're looking for an enthusiastic Customer Experience Specialist to be the first point of contact for our customers. You'll help ensure every interaction with us is a positive one, contributing to our world-class support team and making a real impact on our customer experience.
About Us:
A fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, weve supported over 3,000 companies worldwide, including names like Monzo, Happy Socks, and Fiverr. We pride ourselves on creating exceptional work experiences for our employees, who we affectionately call "Bobbers."
Who are you?
We're looking for someone dynamic and proactive, with excellent communication skills and a love for solving complex technical issues. If you're a motivated self-starter who enjoys helping customers and unraveling technical challenges, this role could be for you! Youll dive deep to solve problems, guiding clients through technical solutions, and ensuring they get the most out of us. If this sounds like you, we'd love for you to join us as a Customer Experience Specialist!
Job Overview:
As a Customer Experience Specialist, you will be our customers' first line of support. Youll work with team members closely in different product area groups, together with engineering teams, customer success teams, and professional service teams to troubleshoot and resolve technical issues, identify product bugs, and escalate complex cases. You will also provide education to customers, enabling them to leverage our platform to its fullest potential.
Our goal is to provide a solution to any problem a customer might encounter while delivering a delightful customer experience to ensure every interaction with us is positive and productive.
Key Responsibilities:
Offer technical support and solutions via email and Zoom sessions
Troubleshoot and investigate customer-reported issues and escalate when necessary
Collaborate with internal teams to resolve complex cases
Develop and maintain knowledge content for both the Help Center, Communit, and internal teams.
Contribute to AI chatbot training and automated ticket deflection
Meet KPIs and work with global teams to reach a shared common goal
Proactively anticipate and solve customer challenges, ensuring consistent high-quality service.