Customer Experience Specialist - English

About the role

We are looking for a Customer Experience Specialist who can combine technical expertise with advisory skills to help customers succeed on our platform. You will work in a fast‑paced SaaS environment, providing guidance, troubleshooting, and strategic advice to a diverse client base.

Key responsibilities

• Develop deep technical knowledge of the platform and advise customers on achieving their goals.
• Provide technical guidance via screen‑sharing, chat, and email to a high volume of users.
• Diagnose and resolve account issues, software problems, and offer basic marketing and sales strategy advice.
• Own issue resolution from initial contact through completion, monitoring alerts and user‑reported problems.
• Collaborate with development teams to improve product stability, create knowledge‑base articles, and promote a customer‑centric culture.
• Design alternative solutions based on best practices and identify growth opportunities for customers.
• Report product bugs, reproduce issues, and suggest high‑impact improvements.

Required profile

• Fluent in English and Spanish (reading, writing, speaking).
• Strong analytical, organizational, written and verbal communication skills, especially under pressure.
• Solutions‑oriented mindset with the ability to explain technical problems clearly.
• Capacity to handle a high volume of emails, chats, and calls while maintaining quality.
• Tech‑savvy problem solver with an entrepreneurial spirit.
• Self‑motivated, proactive learner who contributes innovative ideas.
• Prior experience in SaaS or technical support is a plus.
• Willingness to work night shifts and weekends; background check required.

Required skills