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Applying NASA AI technology to healthcare

Customer Experience Lead (Customer Support / Customer Success)

$30k – $60k
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In this Customer Experience Lead role, you will lead Ejenta’s efforts to create an unequaled level of service for our customers and end users, and you will work with many roles across the company to drive results and happy customers!

Responsibilities:
- Deliver best-in-class customer experience to Ejenta customers and field customer support inquiries through multiple channels (email, phone, chat)
- Design customer support systems, processes and tools, and develop customer experience-based metrics to measure success
- Author documentation for our customer-facing Help, FAQs and troubleshooting guides
- Work with the Ejenta team, including engineers and product designers, to make product and process improvements to improve customer experience
- Identify issues and trends and provide proactive recommendations to resolve issues, based on data
- Assist with successful onboarding of new customers and end users

Experience & Skills:
- Bachelor’s degree or equivalent
- 2+ years experience in customer support or technical customer support
- Customer obsessed, with a track record of going above and beyond for the customer
- Excellent customer service skills with a polite, patient, calm, and professional demeanor
- Experience with using or implementing support, ticketing and communication platforms such as Zendesk, Freshdesk, Help Scout, JIRA Service Desk, etc.
- Familiarity with iOS and/or Android, Google Docs, and Google Voice
- Bonus points for basic knowledge of HTML, CSS, Javascript, or other programming languages
- Language requirements: high level of English fluency (written and spoken). Bilingual a plus!
- Ability and desire to work shifts on weekdays, and some weekends on a rotation.

More details: This is a flexible, part time role where you can design your own schedule, as long as customer support objectives are met. This can grow into a full time role in Customer Support, Customer Success, or Operations, depending on the candidate’s interests.

Compensation depends on experience and skillset.

Meet your team

People you would work with in this role

Mike Speriosu

Avatar for Mike Speriosu
Stanford BS, UT Austin PhD. Full-stack engineer with a specialty in NLP; background in CS and linguistics.
Founder and CEO of @Ejenta. Founder and CEO of usable.com, sold to Webroot in 2010. PhD UC @Berkeley. Postdoc @Harvard University.
Founder and CTO @Ejenta. Started Nissan Research Center Silicon Valley. Lead Knowledge, Language & Interaction group @Xerox PARC. Principal Investigator and Senior Researcher in the Intelligent Systems Division @NASA/Ames.

Ejenta at a glance

Applying NASA AI technology to healthcare

Ejenta focuses on Healthcare, Artificial Intelligence, Insurance, and Internet of Things. They have a small team that's between 1-10 employees.

You can view their website at http://www.ejenta.com

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