Customer Experience (CX) Specialist

As a Customer Experience (CX) Specialist, you will be the frontline support within the global support team, reporting to the CX Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.

What You'll Do

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.

• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.

• Troubleshoot issues including AI output quality, app login, feature requests, REST APIs, error logs, and authentication/token issues.

• Maintain a high standard of reliability and accountability, ensuring consistent coverage and follow-through during assigned shifts.

• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.

• Maintain a deep understanding of our products and services to provide knowledgeable support.

• Document customer interactions and feedback to aid in continuous improvement of our services.

• Work closely with other departments to resolve customer issues and contribute to the overall customer experience.

• Collaborate effectively as part of a team while confidently owning and executing tasks independently.

• Stay informed of new product features and updates to provide accurate and current support.

• Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.