Client Experience Specialist

Job Description

• Resolve and respond to customer enquiries by providing accurate information, escalating issues to appropriate teams when necessary, and following up to ensure customer satisfaction.
• Collaborate with other teams to ensure a seamless client experience.
• Create and update user guides, manuals, tutorials, and other instructional materials to assist customers in using the product or service.
• Work with product development teams to understand new features and updates and incorporate them into the guides.
• Analyze customer feedback and usage data to improve the guides.
• Define processes for customer support, including escalation procedures, response time targets, and quality standards.
• Monitor and analyze customer support metrics to identify areas for improvement.

Requirements:
⁃ Knowledge of customer support software and tools, including help desk systems, ticketing software, and live chat.
⁃ Excellent communication and writing skills. ⁃ Strong problem-solving skills.
⁃ Ability to manage the entire customer support system setup process.
⁃ Ability to work independently and take ownership of projects.
⁃ Adaptability to changes in project scope or timeline and ability to work on multiple projects simultaneously.

• English speaking and additional languages is a huge perk
• Experience with Notion and Slack is vital
• Able to take initiative and formulate actionable steps
• Able to work independently and within a team setting
• Comfortable presenting information and findings on a weekly basis
• At least 1-2 years of experience in a technology company or a startup is preferred (for pace and expectations)