Customer Experience Specialist I
Core
Full-time remote Customer Experience Agent supporting B2B clients (luxury brands, retailers, marketplaces) via phone, email, chat, and in-app support, including onboarding, training, and issue resolution.
Role type
Customer Experience Agent (B2B SaaS)
Builds
Customer support operations, onboarding, and training for Entrupy's authentication solutions
Domain
Luxury goods authentication / AI / Computer Vision
Deliverable
client delivery
Required skills
B2B SaaS customer support, multi-channel support (phone/email/chat), customer onboarding, training delivery, SLA management, stakeholder collaboration, self-service resource creation, feedback collection
Preferred skills
Experience with Entrupy's authentication solutions, technical concept translation
Technologies
CRM platform, Google Meet, chat tools, email systems
Responsibilities
Monitor and resolve customer issues across chat, email, phone, and web; maintain performance metrics (FRT, QA, CSAT, resolution time); collaborate with operations, sales, billing, product, and engineering; guide customers through onboarding and implementation; coordinate account setup and integrations; monitor usage and drive product adoption; create/update training videos and knowledge base articles; collect and share customer feedback
Seniority
Individual Contributor, 3+ years experience