Customer Experience Specialist

Job Summary

A company is looking for a Customer Experience Generalist.

Key Responsibilities

• Oversee a portfolio of high-value enterprise customers while leading and coaching a team of frontline support agents
• Develop and execute strategies to mitigate customer churn and enhance retention
• Triage and troubleshoot user errors, synthesizing customer feedback to inform product improvements

Required Qualifications

• 3+ years in SaaS B2B environments with experience in account management
• Proven track record managing customer retention, adoption, and expansion metrics
• Experience with complex B2B software serving enterprise or international customers
• Strong written communication skills for customer documentation and internal technical cases
• Comfortable working independently in fast-paced, autonomous environments