Customer Experience Specialist

As a Customer Experience Specialist, you are a dedicated professional with extensive customer service and technical support experience. Your expertise is mostly in diagnosing issues, reporting bugs and incidents, providing practical solutions, and enhancing user satisfaction. You have a unique ability to adapt your technical knowledge to assist our frontline support with a variety of situations, diagnose their problems, and ensure they receive timely and accurate solutions. You are excellent at communicating complex information about our product and processes understandably and patiently, which will be vital to building strong relationships with our internal customers and team members.

Responsibilities

Serve as a primary point of contact for high-level customer support inquiries, ensuring a positive resolution; Serve as an embedded CX representative on a Product Mission Team, developing deep expertise in assigned product areas and partnering in discovery, proof of concepts, solution design, and roadmap discussions to represent the voice of the customer and CSO; QA new product features and enhancements prior to launch, validating functionality, workflows, and edge cases to ensure operational readiness; Partner cross-functionally with Revenue Effectiveness, and PMM to prepare the CSO for product and operational launches by creating enablement materials, leading coaching sessions, and translating complex updates into clear, actionable guidance; Serve as the first point of validation for reported bugs and incidents, investigating and reproducing issues, submitting detailed Jira tickets, and partnering with Product, Engineering, and the Senior Manager of Incident Management to drive timely resolution; Monitor active bugs and incidents through resolution, identifying trends and recurring themes to inform long-term product improvements; Maintain and enhance internal knowledge management resources (CS Confluence) and partner with Customer Education to ensure Help Center content reflects accurate, up-to-date product functionality and best practices; Collaborate with Solutions, Incident Management, Technical, and Product Development teams to identify, analyze, and resolve complex product issues while continuously advocating for customer and CSO needs

Requirements

Three years in a current CSO role, including Success, CSOS, Support Specialist, or HR Consulting; Proven experience in a support role, ideally within a technical or advisory capacity; Exceptional problem-solving skills with a proven track record of resolving complex technical issues; Strong technical acumen, with the ability to quickly grasp new technologies, products, and software; Excellent communication and interpersonal skills, capable of conveying complex solutions in a clear and understandable manner; Demonstrated ability to work collaboratively across different teams and departments; Highly organized and able to manage multiple priorities in a dynamic, fast-paced environment

Nice to have

SQL; Jira; CS Tools; Confluence; Zendesk

Benefits

welcoming and casual environment; great benefits; wellness program offerings; company retreats; ability to interact with and learn from leaders in the startup community