Customer Experience Specialist

Há 5 dias

Região Geográfica Intermediária de Pelotas Rio Grande do Sul Brazil Smartcat Tempo inteiro
About Smartcat

Smartcat is a pioneering company in the language technology industry, dedicated to revolutionizing the way global enterprises communicate with their customers. Our mission is to provide a seamless and efficient language solution that bridges the gap between cultures and languages.

We are on a quest to become the go-to platform for language AI, addressing the diverse needs of multilingual content for various user personas within global enterprises. Our platform is 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 innovative approach changes the ROI equation in favor of insourcing with our 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 our 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.

We are a dynamic Series C company, growing at 130% YoY, thanks to the high and quick ROI we deliver to global enterprises. We are well-funded by notable VCs and are 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
  • 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 Join Smartcat
  • 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.
  • 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 $100M in ARR and $1B in valuation. Our journey isn't for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here.
  • Smartcat Culture: Where Diversity Meets High Performance
    At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and clear, honest, and direct communication. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to diversity and inclusion is steadfast, and we stand firmly against discrimination and harassment.

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