Customer Experience Specialist
Skills
APIContextCustomer SuccessDocumentationEnhanced Data Rates For GSM EvolutionPlaysProduct
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience working directly with users in a support or customer-facing role
- Ability to explain product changes clearly in writing and conversation
- Comfort troubleshooting issues and investigating edge cases
- Experience with feedback triage support processes or incident communication
- Strong collaboration skills across Product Engineering Marketing and Customer Success
- Interest in learning how software works and using technical tools to diagnose issues
Nice to have
- Conversational
- Curious
- Proactive
- Collaborative
- Detail-oriented
- Adaptable
Day to day
- Support users through live chat and solve product issues clearly and calmly
- Translate product changes into release notes in-app messages and changelog updates
- Maintain help centre content and support documentation as the product evolves
- Triage feedback bugs and incidents then route them with context to the right teams
- Partner with Product Engineering Customer Success and Marketing to improve communication and customer understanding