Customer Experience Specialist I

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

📋 Description

• Oversee all customer-facing channels (chat, email, phone, website contact form, etc.) to address customer concerns and engage in proactive outreach as necessary.

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

• Partner with internal teams such as Sales, Billing, Product, and Engineering to deliver an exceptional customer experience and resolve issues promptly.

• Assist customers through the onboarding journey, ensuring effective integration into their daily operations.

• Coordinate and execute customer account setup, training, and integrations to facilitate a smooth onboarding process.

• Track customer utilization of Entrupy’s solutions and proactively provide support to enhance their experience and encourage product adoption to maximize value.

• Develop and maintain self-service customer support resources, including training videos and knowledge base articles, to enable users to resolve issues independently.

• Serve as the customer advocate by actively gathering and disseminating feedback regarding the product and overall user experience.

⛳️ Requirements

• Minimum of 3 years of experience in bilingual customer support (English and Chinese)

• Proficient in time management to prioritize daily responsibilities

• Detail-oriented with robust organizational skills

• Excellent oral and written communication abilities, coupled with empathy and a problem-solving approach

• Capacity to thrive in a fast-paced working environment

• Tech-savvy and solution-focused

• Ability to convey technical concepts to audiences with varying levels of technical knowledge

• Experience in B2B SaaS Customer Support is an advantage

🏝️ Benefits

• Competitive compensation package

• Generous time off, including company holidays and additional perks!

• Opportunity to join a rapidly growing AI-driven tech startup in the luxury sector.