Senior Customer Experience Specialist

About SmartcatSmartcat is building the future of work, where human expertise meets digital teammates to drive 10x to ****x productivity gains for the world's leading enterprises.We're on the frontier of an entirely new category: Agentic AI.We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents.These AI agents aren't generic copilots.They're fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one.Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves.Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale.Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language.As a Series C company with 130% year-over-year growth, we're scaling fast and investing in people who want to shape the future of work with us.Join us in unlocking global potential, one human and agent team at a time.MissionWe are seeking aSeniorCustomer Experience Specialistto join our Customer Support & Experience organization.This role will bridge across Support, Experience, and Product teams, focusing on tool integration, process improvements, communication and customer experience improvements.ResponsibilitiesTool & Technology IntegrationManage and optimize integrations across platforms such as Zendesk, Stylo, Notion, Slack, and AI-powered tools.Develop and maintain automation and reporting workflows using Omni, Excel, and other data tools.Create, maintain, and improve internal documentation, including knowledge articles, PRDs and process guides.Project-Based CollaborationLead and manage small-to-medium cross-functional projects that enhance customer satisfaction and improve workflows.Partner with Product, Support, and Experience teams to roll out new processes, features, and integrations.Including proper support documentation and support readiness.Act as a key liaison between technical and non-technical stakeholders to ensure smooth adoption of tools.Customer Experience FocusEngage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams to provide excellent customer experience.Drive feedback from support interactions to the product teams through data trending and analysis.Identify opportunities to improve the customer journey through tools, automation, and process improvements.Provide insights and recommendations to enhance efficiency, reduce friction, and boost satisfaction.Ensure technology supports Smartcat's values of customer obsession, empathy, ownership, and openness.QualificationsMust-Have Skills & ExperienceExcellent written and spoken English communication skills.Hands-on experience working with Zendesk and Slack in a SaaS support environment.Practical knowledge of Python scripting, APIs, HTTP methods, XML, JSON, file structures, XPath, and Regex.Strong troubleshooting and problem-solving abilities.Ability to create structured documentation (e.g., PRDs, workflows, process guides).Preferred Skills & ExperiencePrior experience in localization, translation, or language technology.Familiarity with customer support reporting and analytics (Omni, Google Sheets, Excel, or similar tools).Experience working in high-growth SaaS or startup environments.Soft Skills & ValuesCustomer Obsession – Always prioritize the customer experience in decision-making.Empathy – Understand and advocate for both customer and team needs.Ownership – Take initiative and see projects through to completion.Openness – Value constructive feedback, collaboration, and transparency.Ability to thrive in a fast-paced, high-intensity environment with persistence and resilience.Why joining Smartcat might be your best move so farFully remote team We are a global team of 200+ enthusiastic people spread across 30+ countries.We have been fully remote since ****, with some locations populated with more Smartcaters than others, such as Boston, NYC, SF, the Bay Area, London, and Lisbon.Innovating a $100 Billion industry Smartcat's innovative approach towards multilingual content, taps into a $100B industry.Our platform enables enterprise end users to stop using traditional outsourcing methods, and start enjoying an 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.