Customer Experience Specialist

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

📋 Description

• Address customer inquiries utilizing contemporary ticketing systems such as Zendesk and YouTrack.

• Interact with customers via tickets during assigned shifts.

• Actively participate in the rotational on-call schedule to assist our enterprise clients with urgent issues outside of regular business hours.

• Collaborate in brainstorming sessions and troubleshoot intricate problems.

• Create and update documentation for the user help center and internal reference.

• Forward customer inquiries to appropriate teams (product, infrastructure, DevOps, etc.).

• Work closely with engineers, analysts, testers, product managers, and other customer-facing teams, including the Accounts Management and Sales teams, to ensure an exceptional customer experience.

⛳️ Requirements

• Must embody or consistently practice the values of customer obsession, empathy, ownership, and openness.

• Outstanding written and verbal English communication skills.

• Fundamental knowledge of and experience with Python scripting, APIs, HTTP request methods, XML, JSON, various file structures, Xpath, and Regex expressions.

• Experience in localization and translation is advantageous.

• Demonstrate exceptional troubleshooting and problem-solving abilities.

• Willingness to thrive in a highly dynamic startup environment that demands intense focus, a strong sense of ownership, and the tenacity to overcome challenges.

• Receptive to constructive criticism and the perspectives and ideas of others.

🏝️ Benefits

• On-call allowances based on shifts.

• Fully remote team environment.

• Opportunities for professional development.

• A culture that fosters high performance, engagement, and open feedback.