Customer Experience Liaison

1 semana atrás

Rio Grande do Sul, Brasil Smartcat Tempo inteiro

About Smartcat

Smartcat 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 Summary

We're seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our support team, you'll be responsible for delivering exceptional customer service, resolving complex issues, and collaborating with cross-functional teams to drive customer satisfaction.

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 Smartcat?

We're a fully remote team of 200+ enthusiastic people spread across 30+ countries. We're innovating a $50 billion industry with a platform that allows 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.

We're 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're growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here.

Smartcat Culture

We're 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.

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