Senior Customer Engagement Specialist

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

📋 Description

• Deliver timely, professional, and compassionate support through email, phone, and live chat.

• Investigate, replicate, and troubleshoot technical issues, working closely with Product and Engineering to pinpoint root causes and solutions.

• Take ownership of customer inquiries until resolution, coordinating with internal teams or escalating when necessary.

• Serve as a senior support resource for intricate customer inquiries and situations.

• Cultivate extensive product knowledge and assist customers in utilizing Nutritics effectively.

• Ensure a consistently high-quality customer experience.

• Keep precise records of customer interactions, actions taken, and outcomes achieved.

• Provide cross-regional customer support during North American business hours.

• Convey customer insights to Customer Success, Product, Sales, Solutions, and other departments.

• Maintain customer information, engagement activities, health metrics, and actions in ClientSuccess, Salesforce, and other platforms.

• Create and enhance customer resources, knowledge content, playbooks, and engagement processes.

• Offer insights into the needs and emerging trends of North American customers.

• Assist the Head of Customer Engagement with new CE initiatives, systems, automation, and engagement programs.

⛳️ Requirements

• Over 2 years of experience in Customer Engagement, Customer Success, SaaS customer support, or a related customer-facing role, preferably in a B2B SaaS context.

• Proven track record of establishing positive customer relationships and providing a high-quality customer experience.

• Experience in proactively engaging customers to promote product adoption, usage, and ongoing interaction.

• Strong problem-solving abilities with a knack for managing customer inquiries through to resolution.

• Capability to identify potential customer risks and recognize when escalation is necessary.

• Exceptional written and verbal communication skills, with the ability to engage confidently with customers and internal stakeholders.

• Strong organizational and time-management skills, allowing for effective prioritization across multiple customers and tasks.

• Familiarity with CRM, customer success, or customer support platforms.

• Confidence in interpreting customer usage and engagement data to drive proactive outreach.

• Collaborative mindset and a willingness to share knowledge and support colleagues’ development.

• Ability to work independently and efficiently within a remote, globally distributed team.

• Experience in foodservice, hospitality, food technology, or SaaS is advantageous but not mandatory.

• Fluent in spoken and written English.

🏝️ Benefits

• Competitive Paid Time Off (PTO) policy.

• Access to Training & Development Programs.

• Excellent work-life balance policies including summer hours and enhanced parental leave options.

• Generous personal Health & Wellbeing allowance.

• Competitive base salary along with a comprehensive benefits package.

• Comprehensive Health, Dental, and Vision insurance plans.

• Life and Disability insurance coverage.

• 401(k) retirement plan with company matching.

• Corporate Travel insurance.

• Unique opportunities for a rewarding and diverse career path, with progression potential across Customer Engagement, Customer Success, and the broader Customer Experience organization.

• A knowledgeable and experienced peer group.

• Full-time employment through an Employer of Record (EOR), with employment terms, payroll, and compliance handled by the EOR in accordance with local regulations.