Customer Experience Specialist

Summary

Join Smartcat's Customer Experience team as a Customer Experience Specialist and contribute to maintaining a high customer satisfaction rate. You will resolve customer requests, engage with customers via tickets, participate in on-call rotations, troubleshoot complex issues, and maintain documentation. The role requires excellent communication skills, basic knowledge of Python scripting and APIs, and experience with ticketing systems like Zendesk and YouTrack. Smartcat offers a fully remote work environment, a high-impact role in a rapidly growing company, and the opportunity to contribute to innovation in the multilingual content industry. The company is committed to diversity and inclusion and offers a supportive and collaborative work environment. Smartcat is a dynamic, well-funded company experiencing significant year-over-year growth.

Requirements

• Must have or practice consistently the values of customer obsession, empathy, ownership, and openness
• Excellent written and spoken English communication skills
• Basic knowledge of and experience with Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
• Looking for candidates who can work in either of these shifts: 11 pm to 8 am/7 am to 4 pm/2 pm to 11 pm UTC
• Possess exceptional troubleshooting and problem-solving skills
• Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
• Openness to constructive feedback and the opinions and ideas of others

Responsibilities

• Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack
• Engage with customers via tickets during respective shifts
• Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours. We offer on-call allowances as per the shifts
• Brainstorm and troubleshoot complex issues
• Develop and maintain documentation for the user's help center and internal usage
• Escalate customer requests to other teams (product, infrastructure, DevOps, etc.)
• Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience

Preferred Qualifications

Experience with localization and translation is a plus

Benefits

Fully remote team