Customer Experience Specialist

**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