Customer Experience Specialist

Job Summary

A company is looking for a Customer Experience Senior Specialist.

Key Responsibilities

• Manage approximately 40 support tickets daily, providing accurate and empathetic responses to customer inquiries
• Support new customers during onboarding through email guidance and scheduled Zoom sessions
• Collaborate with Engineering and Product teams to report issues, track resolutions, and surface customer insights

Required Qualifications

• 3+ years of experience on a SaaS customer experience team with hands-on support responsibilities
• Proven ability to identify customer needs and positively impact customer experience metrics
• Highly organized with strong project management skills in a remote environment
• Tech-savvy with a quick learning ability for new tools and processes
• Proactive and accountable, demonstrating ownership of outcomes and a results-driven approach