Customer Experience Specialist

Summary

Join Kaizo as a Customer Experience Specialist for North and South America and become the frontline hero for our customers in these regions, ensuring seamless use of our AI-powered platform. You will resolve queries, share product insights, and build strong customer relationships. Your responsibilities include guiding customers through onboarding, conducting regular check-ins, managing the Product Help Center, hosting webinars, collaborating with internal teams, and proactively identifying areas for experience enhancement. You will contribute to creating engaging onboarding resources and assist in customer escalations. This role requires a minimum of 2 years of customer-facing experience, proficiency in customer activation and onboarding, and exceptional English communication skills. The ideal candidate will also possess experience with CRM and QA tools.

Requirements

• A minimum of 2 years of experience in a customer-facing role
• Proficiency in customer activation and onboarding
• Ability to excel in a fast-paced, ever-evolving work environment
• Exceptional command of both spoken and written English
• Based in North and South America or able to work North and South American business hours

Responsibilities

• Interact with B2B customers for additional information related to tasks and projects assigned
• Build and maintain strong relationships with B2B customers in North and South America, ensuring their satisfaction and loyalty
• Guide customers through onboarding, taking ownership of their journey and collaborating seamlessly across teams to ensure each customer achieves successful activation
• Conduct regular customer check-ins to provide support and gather valuable feedback
• Manage and enhance the Product Help Center, contributing to onboarding and support materials
• Host webinars, workshops, and group onboarding sessions tailored for North and South American customers
• Collaborate with Product and Sales teams to address customer challenges
• Collect and share customer feedback with internal teams to influence product improvements
• Proactively identify areas to enhance the customer experience and suggest solutions
• Support the creation of engaging onboarding resources, from help articles to video tutorials
• Assist in customer escalations, ensuring timely and effective resolutions

Preferred Qualifications

• Knowledge of Spanish language
• Previous experience as a Team Lead or Quality Control Expert in customer support
• Technical proficiency with CRM tools like Zendesk, Salesforce, and Intercom
• Knowledge of HubSpot
• Experience with QA tools, such as Kaizo
• Strong knowledge of Google Sheets or similar data tools for reporting and tracking
• Experience using Typeform, Loom, or similar tools to create interactive customer resources
• Solid understanding of online collaboration tools (Slack, Notion, Miro, etc.)

Benefits

• Main headquarters right in the heart of Amsterdam
• Great office gear: MacBook, tools, desks, chairs — there’s something for everyone
• Flexible schedule, remote work
• Fun workstations & open holiday policy