Customer Engagement Specialist

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Respond to support tickets and guide users when they encounter challenges.

• Create and maintain product documentation.

• Report bugs to the product and engineering teams.

• Act as the initial point of contact for users facing product-related issues.

• Address customer inquiries and resolve issues effectively.

• Acquire in-depth knowledge of the enterprise product to enhance user adoption and satisfaction.

• Collaborate with Product and Engineering to discover methods for improving customer service.

• Develop best-practice guides and playbooks.

• Monitor customer health by recognizing user friction points.

• Partner with the executive team to build, enhance, and scale processes, assets, and systems, including Zendesk and Salesforce.

⛳️ Requirements

• A minimum of 4 years of experience in a customer-facing or customer management role.

• Experience in B2B SaaS within a dynamic environment.

• A Bachelor’s degree (BA or BS).

• Proven problem-solving skills with a keen attention to detail.

• Exceptional organizational skills and a track record of improving processes.

• Strong written and verbal communication abilities.

• Flexibility and capability to thrive in a high-paced setting.

• Comfortable managing multiple workstreams simultaneously.

• Ability to communicate effectively with stakeholders in product and engineering.

• A collaborative spirit and a self-motivated approach.

• Willingness to travel occasionally.

• Empathy, patience, and a sense of urgency in customer support.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Flexible paid time off (PTO), parental leave, and sick leave.

• Competitive salary and equity package.

• 401k retirement plan.

• Commuter benefits.

• Complimentary snacks in the office and team lunches every Friday.

• Team-oriented happy hours and celebrations.

• Transportation benefits.

• Access to devices and tools that enable you to perform at your best.