Senior Customer Experience Specialist

Overview

Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises. We are on the frontier of Agentic AI, enabling enterprises to build high-performing hybrid workforces made up of humans and AI agents. Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves.

We work with over 1,000 companies, including 20% of the Fortune 500. As a Series C company with strong year-over-year growth, we’re scaling fast and investing in people who want to shape the future of work with us.

Responsibilities

• Tool & Technology Integration: Manage and optimize integrations across platforms such as Zendesk, Stylo, Notion, Slack, and AI-powered tools.
• Develop and maintain automation and reporting workflows using Omni, Excel, and other data tools.
• Create, maintain, and improve internal documentation, including knowledge articles, PRDs and process guides.
• Project-Based Collaboration: Lead and manage small-to-medium cross-functional projects that enhance customer satisfaction and improve workflows.
• Partner with Product, Support, and Experience teams to roll out new processes, features, and integrations. Including proper support documentation and support readiness.
• Act as a key liaison between technical and non-technical stakeholders to ensure smooth adoption of tools.
• Customer Experience Focus: Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams to provide excellent customer experience.
• Drive feedback from support interactions to the product teams through data trending and analysis.
• Identify opportunities to improve the customer journey through tools, automation, and process improvements.
• Provide insights and recommendations to enhance efficiency, reduce friction, and boost satisfaction.
• Ensure technology supports Smartcat’s values of customer obsession, empathy, ownership, and openness.

Qualifications Must-Have Skills & Experience

• Excellent written and spoken English communication skills.
• Hands-on experience working with Zendesk and Slack in a SaaS support environment.
• Practical knowledge of Python scripting, APIs, HTTP methods, XML, JSON, file structures, XPath, and Regex.
• Strong troubleshooting and problem-solving abilities.
• Ability to create structured documentation (e.g., PRDs, workflows, process guides).

Preferred Skills & Experience

• Prior experience in localization, translation, or language technology.
• Familiarity with customer support reporting and analytics (Omni, Google Sheets, Excel, or similar tools).
• Experience working in high-growth SaaS or startup environments.

Soft Skills & Values

• Customer Obsession – Always prioritize the customer experience in decision-making.
• Empathy – Understand and advocate for both customer and team needs.
• Ownership – Take initiative and see projects through to completion.
• Openness – Value constructive feedback, collaboration, and transparency.
• Ability to thrive in a fast-paced, high-intensity environment with persistence and resilience.

Why joining Smartcat might be your best move so far

• Fully remote team: We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020.
• Innovating a $100 Billion industry: Smartcat’s approach to multilingual content taps into a large market.
• High impact role enabling innovation and inclusion in organizations.
• Join the rocketship to scale-up 10x and beyond together: We are growing 130% YoY and aiming for significant ARR and valuation growth.
• Smartcat Culture: Where Diversity Meets High Performance: We are committed to diversity and inclusion.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Translation and Localization

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