Customer Experience Specialist

Job Summary

A company is looking for a Customer Experience Specialist to address customer needs and collaborate with the product team.

Key Responsibilities

• Resolve customer requests using modern ticketing systems
• Engage with customers via tickets during respective shifts and participate in the on-call roster
• Develop and maintain documentation for the user's help center and escalate requests to other teams as needed

Required Qualifications

• Experience in a SaaS support role and familiarity with Zendesk and Slack
• Knowledge of Python scripting, APIs, and file structures such as XML and JSON
• Ability to work Middle Shift, 10am-7pm CST
• Experience with localization and translation is a plus
• Must embody values of customer obsession, empathy, ownership, and openness