Enterprise Customer Experience Specialist

This is a fully remote position, open to applicants in Ohio, +1 more state.

📋 Description

• Oversee all tickets, chats, and calls from designated enterprise clients to guarantee team KPI performance, ensuring timely, accurate, and thorough responses and resolutions.

• Elevate cases as necessary, aiding Support agents and team leaders in recognizing the heightened sensitivities of specific clients and/or situations.

• Assume ownership of cases when required.

• Act as the project manager for challenging and high-priority customer needs, coordinating resources from Customer Success, Development, and Product to ensure organizational alignment and complete solution delivery.

• Take guidance from various CS leadership stakeholders, including senior Support leaders, the VP of Enterprise Success, and the Sr. VP of Customer Success.

• Evaluate the “big picture” understanding of client support needs, preferences, and challenges.

• Conduct monthly meetings with customers to review open support cases and identify their top priorities.

• Support leadership in assessing strategies and creating innovations to satisfy enterprise customer demands.

• Assist Customer Success leadership in comprehending and fulfilling enterprise customer retention requirements.

• Collaborate with CSM and Onboarding team members to ensure strategic alignment within Customer Success.

• Monitor new enterprise support initiatives and experiments to assist CS leadership in evaluating effectiveness.

• Be accessible to customers via personal phone and email, both during and outside business hours.

• Additional duties as assigned.

⛳️ Requirements

• A minimum of one year of outstanding performance as an R365 Support agent is preferred.

• Proficiency in POS integrations, Operations, Accounting, or Workforce, along with a general understanding of other relevant disciplines is preferred.

• Three years of experience in restaurant operations is preferred.

• Three years of exceptional customer support experience is preferred.

• A Bachelor's degree is preferred.

• High degree of flexibility with daily priorities and ongoing initiatives.

• Comfort in collaborating with senior leadership members.

• Outstanding communication skills.

• Excellent project management capabilities.

• Exceptional troubleshooting skills.

• A demonstrated high level of responsibility in handling challenging and sensitive support cases.

• Willingness to be available 24/7/365.

🏝️ Benefits

• Comprehensive medical benefits, fully covered for employees.

• 401k plan with matching contributions.

• Equity Option Grant.

• Unlimited PTO in addition to company holidays.

• Wellness initiatives.