Customer Experience Specialist

📋 Description

• Address customer inquiries and technical requests utilizing platforms like Intercom.

• Diagnose and resolve issues across iOS, Android, and web platforms.

• Lead the onboarding process for new and key accounts by assisting educational institutions with setup, configuration, and launch.

• Oversee onboarding workflows and timelines.

• Assess and prioritize incoming requests.

• Record issues, solutions, and procedures.

• Recognize recurring problems and provide insights.

⛳️ Requirements

• Proven experience in supporting or implementing SaaS products, preferably in a customer-facing capacity.

• Strong technical troubleshooting abilities across web, iOS, and Android platforms.

• Proficient in using Excel or Google Sheets for setup, configuration, or problem resolution.

• Exceptional written and verbal communication skills.

• Familiarity with chat-based support tools (we utilize Intercom).

• Meticulous attention to detail and a systematic approach to problem-solving.

• Capability to work independently and prioritize tasks in a remote setting.

• Proficiency in English.

• A-Level education or equivalent experience.

• Bonus: Background or strong interest in the field of education.

• Experience with tools like Intercom, Salesforce, Jira, or Notion.

🏝️ Benefits

• Flexible working hours.

• Options for remote work.

• Opportunities for professional development.

• Freedom to make decisions and take ownership of your work.

• Holiday swapping program.