Customer Experience Specialist

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About the Opportunity

The organization is building the future of work, where human expertise meets digital teammates to drive significant productivity gains for the world’s leading enterprises. This role is at the frontier of an entirely new category: Agentic AI. The organization enables enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents are not generic copilots; they are fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one.

The 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, the platform turns knowledge into action and action into scale.

Over 1,000 companies, including a significant portion of the Fortune 500, rely on the organization to bring their business to the world—instantly, accurately, and in every language. As a rapidly growing company, the organization is scaling fast and investing in people who want to shape the future of work.

Join the team in unlocking global potential, one human and agent team at a time. The organization's vision is to realize a world where there is equal access to innovations and ideas. The organization is backed by leading VC firms focusing on SaaS, marketplaces, and AI. Despite economic shifts, the organization is experiencing substantial year-over-year growth. It is well-funded and capital efficient, providing a unique combination of a hyper-growth environment with downside protection and the ability to think and plan long-term.

Mission

The mission of a Customer Experience Specialist is to address customer needs by offering assistance with empathy, passion, and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to users, the expectation is to maintain a great customer satisfaction rate in this role.

Outcomes

• Keep the CSAT above 96%
• Ensure SLA goals are met (target > 95%)
• Keep the quarterly churn level below 3%

Your Responsibilities Will Be

• Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack
• Engage with customers via tickets during respective shifts
• Effectively take part in the rotational on-call roster to help enterprise customers with critical issues during off-business hours. On-call allowances are offered as per the shifts.
• Brainstorm and troubleshoot complex issues
• Develop and maintain documentation for the user's help center and internal usage
• Escalate customer requests to other teams (product, infrastructure, DevOps, etc.)
• Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience.

Requirements

• Must have or practice consistently the values of customer obsession, empathy, ownership, and openness.
• Excellent written and spoken English communication skills
• Basic knowledge of and experience with Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
• Experience with localization and translation is a plus
• Possess exceptional troubleshooting and problem-solving skills
• Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
• Openness to constructive feedback and the opinions and ideas of others

Why Joining This Organization Might Be Your Best Move So Far

• Innovating a Significant Industry

The organization's innovative business model taps into a large global language translation industry with a platform allowing enterprise end users to stop using traditional outsourcing and enjoy 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 the team. 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.

• Fully Remote Team of High-Performers

The organization is a global team of enthusiastic people. The team has been fully remote since its inception, with individuals located across many countries. The team strives to grow aggressively while preserving its high performance, engagement, and open feedback culture. As diverse as the team is, they love working and having fun together.

• Be Part of an AI Native Organization

The organization is highly innovative, using AI across all areas to accelerate decision-making and free people to focus on strategy and high-impact work. New ideas are embraced, and all team members, regardless of level or department, are encouraged to manage their own AI Agents. At this organization, you’ll shape how AI transforms the workplace and play an integral role in ensuring the organization remains a leader in AI innovation.

• Join the Rocketship to Scale-Up Significantly Together

The organization is looking for someone to become an integral part of the team and play a crucial role in the most exciting part of its journey: transitioning from a startup to a company exceeding significant ARR and valuation milestones. This journey isn’t for the faint of heart. The organization is growing substantially year-over-year, thanks to its strong product-market fit and high-performing team, and plans to accelerate from here.

• Celebrating Diversity

The organization welcomes everyone and creates inclusive teams. Differences are celebrated, and everyone is encouraged to join and be themselves at work. The commitment to diversity and inclusion is steadfast, and discrimination and harassment are prohibited.

The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.