Customer Experience Specialist

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

📋 Description

• Oversee all customer-facing channels, such as chat, email, phone, and website contact forms, to address customer concerns and conduct outreach as necessary.

• Meet target performance metrics related to First Response Time, QA quality scores, CSAT, and Full Resolution Time.

• Collaborate closely with authentication operations teams to ensure timely and accurate delivery of results.

• Work alongside Sales, Billing, Product, and Engineering teams to provide an exceptional customer experience and promptly resolve issues.

• Assist customers during the onboarding process, ensuring successful integration into their daily workflows.

• Manage customer account setup, training sessions, and integrations.

• Track customer usage, proactively extend support, enhance the experience, and promote product adoption.

• Develop and update self-service resources, including training videos and knowledge base articles.

• Gather and communicate customer feedback regarding the product and overall user experience.

⛳️ Requirements

• Fluent in Italian and French.

• A minimum of 3 years of experience in customer support.

• Excellent time management skills for prioritizing daily responsibilities.

• Detail-oriented with strong organizational capabilities.

• Exceptional oral and written communication skills, coupled with empathy and a problem-solving approach.

• Capable of thriving in a fast-paced work environment.

• Tech-savvy and focused on finding solutions.

• Proficient in conveying technical concepts effectively to audiences with varying levels of technical knowledge.

• Experience in B2B SaaS Customer Support is an advantage.

• Preferred language support: English, Italian, and French.

🏝️ Benefits

• Competitive compensation package.

• Generous leave policy, including company holidays and additional time off!

• Chance to join a diverse and expanding team across Japan, the UK, the US, India, Austria, Southeast Asia, Poland, and Brazil.