Customer Experience Specialist II

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

📋 Description

• Collaborate closely with small teams to identify business needs and challenges, guiding them through account setup/customization and training to ensure successful use of Badger Maps.

• Actively manage relationships through strategic outreach and follow-ups to minimize churn and enhance account value.

• Foster customer loyalty and value, driving upsells/upgrades based on customer needs, while also soliciting reviews, case studies, and referrals through onboarding, training, and other Customer Success initiatives like Lead Generation.

• Develop and uphold both internal and external Customer Success materials, resources, and processes.

• Work together with cross-departmental stakeholders on projects aimed at boosting company revenue and advocating for customers, with the opportunity to create and lead impactful projects of your own.

⛳️ Requirements

• Over 3 years of experience in a customer-facing role, including recent experience in account management.

• At least 1 year of experience in technical support.

• Exceptional English communication skills, both written and verbal.

• Quick learner with the ability to grasp new software and its nuances swiftly.

• Previous experience using a CRM (preferably Close.io) and Zendesk.

• Strong troubleshooting skills and the ability to quickly comprehend the questions customers are trying to ask.

• A positive attitude, capable of adhering to guidelines (you will receive clear examples and guidelines), and open to constructive feedback.

• Nice to have: prior experience working in a SaaS (Software as a Service) company.

🏝️ Benefits

• Competitive monthly salary, with opportunities for sales incentives; base salary negotiable based on experience.

• Permanent Employee Contract (with a probationary period).

• Work-from-home flexibility.

• Vacation and Sick Leave credits, along with 2 days of volunteer time-off per year.

• Private health insurance following the probation period.