Client Experience Specialist
(1+ years exp)Published: 2 weeks ago
Galxe
The largest Web3 credential data network in the world
Job Location
Job Type
Full TimeVisa Sponsorship
Not AvailableRemote Work Policy
Remote onlyHires remotely
Everywhere
Relocation
AllowedThe Role
Job Description
- Resolve and respond to customer enquiries by providing accurate information, escalating issues to appropriate teams when necessary, and following up to ensure customer satisfaction.
- Collaborate with other teams to ensure a seamless client experience.
- Create and update user guides, manuals, tutorials, and other instructional materials to assist customers in using the product or service.
- Work with product development teams to understand new features and updates and incorporate them into the guides.
- Analyze customer feedback and usage data to improve the guides.
- Define processes for customer support, including escalation procedures, response time targets, and quality standards.
- Monitor and analyze customer support metrics to identify areas for improvement.
Requirements:
⁃ Knowledge of customer support software and tools, including help desk systems, ticketing software, and live chat.
⁃ Excellent communication and writing skills. ⁃ Strong problem-solving skills.
⁃ Ability to manage the entire customer support system setup process.
⁃ Ability to work independently and take ownership of projects.
⁃ Adaptability to changes in project scope or timeline and ability to work on multiple projects simultaneously.
- English speaking and additional languages is a huge perk
- Experience with Notion and Slack is vital
- Able to take initiative and formulate actionable steps
- Able to work independently and within a team setting
- Comfortable presenting information and findings on a weekly basis
- At least 1-2 years of experience in a technology company or a startup is preferred (for pace and expectations)
More about Galxe
Founders
Harry Zhang
Co-Founder • 3 years • 3 years
Charles Wayn
Co-Founder • 3 years • 3 years
California
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