Customer Experience Specialist

Há 6 dias


Região Geográfica Intermediária de Pelotas, Brasil Smartcat Tempo inteiro
About Smartcat

Smartcat is revolutionizing the language translation industry with its cutting-edge AI-powered platform. As a dynamic Series C company, we're growing at 130% YoY, driven by our strong product-market fit and high-performing team. Our mission is to become the go-to Language AI platform for global enterprises, addressing the diverse needs of multilingual content for various user personas.

We're uniquely positioned in 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. Our platform changes the ROI equation in favor of insourcing, delivering high-quality, instantaneous AI translations or generating new content in any language by tapping into a customer-specific multilingual content library.

Customer Experience Specialist Role

The Customer Experience Specialist at Smartcat plays a critical role in addressing our customer's needs by offering assistance with empathy, passion, and clear communication. This involves collaborating closely with the product team by reporting feedback and escalating issues as needed. By delivering excellent support to our amazing users, you're expected to maintain a great customer satisfaction rate in this role.

Key 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.)
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 Join Smartcat?
  • Fully remote team
  • Innovating a $50 billion industry
  • High-impact role enabling innovation and inclusion in organizations
  • Join the rocketship to scale up 10x and beyond together
  • Smartcat Culture: Where Diversity Meets High Performance


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