Technical CX Specialist

Role Overview

As a Technical 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.

What You Have

• 3+ years proven experience in a technical support role, in a fast-paced environment providing “white glove” or “premium support” to large enterprise customers for AI-driven products
• Exceptional empathy and a genuine desire to help and connect with customers.
• Strong problem-solving skills, with the ability to think creatively and resolve complex issues.
• Excellent organisational skills, capable of managing multiple tasks and priorities effectively.
• Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
• Understanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers.
• Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
• Ability to work collaboratively in a team environment and build positive working relationships across departments.
• A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.
• Availability to participate in an on-call rotation outside scheduled working hours, including nights, weekends, and holidays, in accordance with the company’s on-call policy.