Technical Customer Experience Specialist

Who you are

• 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products
• Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences
• Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues
• Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively
• Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly
• Proficiency with customer support tools and CRM systems
• Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment
• Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices

What the job involves

• As a Customer Experience Specialist, you will be the frontline support within the Customer Experience 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
• This role follows a fixed Wednesday-Sunday schedule, with weekend coverage included as part of the standard five-day workweek
• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs)
• Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts
• Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience
• Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support
• Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles)
• Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes