Customer Experience Specialist

Summary

Join Smartcat's Customer Experience team as a Customer Experience Specialist and contribute to a high-performing, fully remote global team. You will play a crucial role in maintaining exceptional customer satisfaction by resolving customer requests, troubleshooting complex issues, and collaborating with various teams. The ideal candidate possesses strong communication skills, experience with ticketing systems (Zendesk, YouTrack), and a blend of technical skills including Python scripting, APIs, and various data formats. This high-impact role offers the opportunity to drive innovation within a rapidly growing SaaS company and contribute to a more inclusive global communication landscape. Smartcat offers a fully remote work environment, on-call allowances, and the chance to be part of a company experiencing significant growth and success.

Requirements

• Must have or practice consistently the values of customer obsession, empathy, ownership, and openness
• Excellent written and spoken English communication skills
• Knowledge of and experience with a blend of Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
• Must be willing and able to work Middle Shift, 10am-7pm CST
• Must have experience working with Zendesk and Slack
• Must have experience working in a SaaS environment in a support role
• 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
• 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
• We offer on-call allowances as per the shifts