Customer Experience Specialist

2 meses atrás


Rio Grande do Sul, Brasil Smartcat Tempo inteiro

**About Smartcat**:
Smartcat is on a mission to become the wall-to-wall Language AI platform, addressing the diverse needs in multilingual content for various user personas within global enterprises.

Smartcat is uniquely positioned within the $100+ billion multilingual content industry, which is currently served by tens of thousands of agencies. This results in a highly fragmented and inefficient supply chain, high costs, unacceptable turnaround times, and quality issues. Using highly qualified internal resources to translate or create multilingual content (insourcing) solves the quality problem for enterprises, but if done manually, it can't solve for scalability, high cost, and slow turnaround.

Smartcat changes the ROI equation in favor of insourcing with its Language AI platform for enterprise end-users. It delivers high-quality, instantaneous AI translations or generates new content in any language by tapping into a customer-specific multilingual content library. The AI output is further refined through human editing by the client's internal reviewers or experts from the Smartcat's embedded global marketplace of linguists and content editors. This AI output continuously improves through the editing feedback loop, ensuring consistent and customer-tailored results.

More than 1,000 global companies including ~20% of the Fortune 1,000 trust Smartcat to communicate their innovations and ideas all over the world.

As a dynamic Series C company, Smartcat is growing at 130% YoY, thanks to the high and quick ROI it delivers to global enterprises. It's well-funded by notable VCs, and is capital efficient, offering a unique blend of hyper-growth potential with downside protection and the capacity for long-term planning and strategy.

**Mission**:
The mission of a Customer Experience Specialist at Smartcat is to address our customer's needs by offering assistance with empathy, passion, and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to our amazing users, you're expected to maintain a great customer satisfaction rate in this role.

**Outcomes**:

- Keep the CSAT above 96%
- Ensure SLA goals are met (target > 95%)
- Keep the quarterly churn level below 3%

**Your responsibilities will be**:

- 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.

**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
- Experience with localization and translation is a plus
- 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

**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, with some locations populated with more Smartcaters than others, such as Boston, NYC, SF, the Bay Area, London, and Lisbon.
- **Innovating a $50 Billion industry**
Smartcat's innovative business model taps into this $50B language translation industry with a platform allowing enterprise end users to stop using traditional outsourcing and enjoy easy-to-use AI-powered SaaS that delivers immediate high-quality results at a fraction of the cost.
- **High impact role enabling innovation and inclusion in organizations**
You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide.
- **Join the rocketship to scale-up 10x and beyond together**
We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding


  • Customer Experience Liaison

    1 semana atrás


    Rio Grande do Sul, Brasil Smartcat Tempo inteiro

    About SmartcatSmartcat is a pioneering Language AI platform that's revolutionizing the multilingual content industry. With a mission to become the go-to solution for global enterprises, we're addressing the diverse needs of our users by providing a seamless and efficient experience.Job SummaryWe're seeking a highly skilled Customer Experience Specialist to...


  • Rio Grande do Sul, Brasil Zillow Tempo inteiro

    **About the team**: Zillow, Inc. is revolutionizing the real estate industry by providing outstanding products and services to agents, brokers, and multiple listing services (MLSs). As a brand under Zillow, Inc., ShowingTime+ is dedicated to delivering world-class customer experiences and helping real estate professionals streamline their businesses. We...


  • Rio Grande do Sul, Brasil Zillow Tempo inteiro

    About the TeamZillow is reimagining real estate to make home a reality for more people. As an Aryeo Customer Experience Supervisor, you will be part of a team that helps movers find and win their home through digital solutions, first-class partners, and easier buying, selling, financing, and renting experiences.About the RoleThis is an excellent opportunity...


  • Rio Grande do Sul, Brasil Team Sava Tempo inteiro

    Team Sava specializes in building outstanding teams of passionate, world-class professionals and top-tier software developers for growing global hi-tech companies. Our partner is **ButterflyMX**, a rapidly growing proptech startup that makes property access simple for owners, staff, residents, and visitors. Their solutions are relied upon by more than...


  • Rio de Janeiro, Rio de Janeiro, Brasil Workling Tempo inteiro

    Job Title: User Experience SpecialistAbout the Role:We are looking for a skilled User Experience Specialist to join our team at Workling. As a UX Specialist, you will be responsible for delivering high standards of technical quality and innovation, always striving for continuous improvement.Key Responsibilities:Develop detailed knowledge of development...


  • Rio de Janeiro, Brasil EBSCO Industries, Inc. Tempo inteiro

    EBSCO International is the international operations group of EBSCO Information Services (EIS). EIS provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users....


  • Estado do Rio de Janeiro, Brasil Teem Tempo inteiro

    **Are you based in Argentina, Brazil or El Salvador?** US Based Clients. Must be Proficient in English Written and Verbal Skills. Only Resume Written in English will be Accepted. We are seeking an Onboarding Specialist to join our team. As an Onboarding Specialist, you will be responsible for ensuring a smooth and seamless onboarding experience for our...


  • Rio de Janeiro, Rio de Janeiro, Brasil Uncapped Tempo inteiro

    **About the Role**We are seeking a highly skilled Customer Support/Kyc Specialist to join our team at Uncapped. As a key member of our Services Team, you will be responsible for providing world-class support to our customers throughout their lifetime with us.**Key Responsibilities**- Ensure seamless customer support and resolve issues efficiently- Onboard...


  • Rio de Janeiro, Brasil Jules Tempo inteiro

    **Hi there! We are Jules and our client is looking for a** Financial Analyst!** **Key Responsibilities**: - ** SQL Technical Assistance**:Utilize SQL for data retrieval and manipulation to effectively support customer needs, indicating a blend of customer service and technical capabilities. - ** High-Quality Service**:Commit to outstanding customer service,...


  • Rio de Janeiro, Brasil Kuehne+Nagel Tempo inteiro

    You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference. - ** Your Role **:As Customer Excellence Specialist, you organize and supervise the transport of all orders and ensure that your customers are overall satisfied. HSE and data...


  • Rio de Janeiro, Rio de Janeiro, Brasil Workling Tempo inteiro

    Job OverviewWe are seeking a skilled User Experience Specialist to join our team at Workling. As a User Experience Specialist, you will be responsible for delivering high-quality UX designs that meet the needs of our clients.Key ResponsibilitiesWork collaboratively with scrum teams to iterate UX designs in an agile modelWork with customers to understand...


  • Rio de Janeiro, Rio de Janeiro, Brasil Partnerhero Tempo inteiro

    About PartnerHeroWe're a global company that connects talented people with innovative businesses. Our mission is to provide strategic expertise, technology, and talented teams to help companies build, transform, and scale their operations.We're recognized as a Most Loved Workplace, and we believe that culture drives business success. We encourage our...


  • Rio Grande do Sul, Brasil Team Sava Tempo inteiro

    Job SummaryWe are seeking a highly organized and proactive Accounts Receivable Specialist to join our team at Team Sava. In this role, you will be responsible for collecting and managing accounts receivable for clients in the hospitality space. You will have the opportunity to work with amazing individuals in the industry, ensuring that our partner's...


  • Rio de Janeiro, Rio de Janeiro, Brasil Siena Ai Tempo inteiro

    • **About Siena Ai**:Siena Ai is revolutionizing the customer service industry with AI-powered customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations.• **Job Overview**:As a Customer Experience Agent, you will be responsible for providing exceptional customer...


  • Rio de Janeiro, Rio de Janeiro, Brasil Blaze Tempo inteiro

    {"title": "Customer Support Specialist", "description": "We are Blaze, a leading online casino in LATAM, revolutionizing the iGaming industry with our innovative approach.As a Customer Support Specialist, you will be the face of our brand, providing exceptional service to our customers through live chat and email.Responsibilities:Respond to customer...


  • Rio de Janeiro, Rio de Janeiro, Brasil Partnerhero Tempo inteiro

    About the RoleWe are seeking a highly skilled Customer Success Specialist III to join our team at PartnerHero. As a key member of our customer success team, you will be responsible for owning and communicating proactively with a designated book of B2B clients to ensure all their needs are understood and addressed.Key ResponsibilitiesSchedule regular account...

  • Customer Support Specialist

    1 semana atrás


    São Caetano do Sul, São Paulo, Brasil General Motors Tempo inteiro

    Job OverviewGeneral Motors is seeking a highly skilled Customer Support Center Agent to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.Key ResponsibilitiesProvide timely and effective support to customers through various communication channels;Resolve customer...


  • São Caetano do Sul, São Paulo, Brasil General Motors Tempo inteiro

    Job Title: Customer Support Center AgentAbout the Role:We are seeking a highly skilled and motivated Customer Support Center Agent to join our team at General Motors. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.Key Responsibilities:Provide timely and effective support to...

  • Customer Support Specialist

    3 semanas atrás


    São Caetano do Sul, São Paulo, Brasil General Motors Tempo inteiro

    Job Title: Customer Support Center AgentAbout the Role:We are seeking a highly skilled and motivated Customer Support Center Agent to join our team at General Motors. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.Key Responsibilities:Provide timely and effective support to...


  • Rio de Janeiro, Rio de Janeiro, Brasil Kuehne+Nagel Tempo inteiro

    You will be the key to delivering exceptional customer experiences and driving business success. As a Customer Excellence Specialist, you will be responsible for organizing and supervising the transport of all orders, ensuring customer satisfaction, and maintaining high standards of HSE and data quality.Your Key Responsibilities:Arrange and supervise the...