Technical Customer Experience Specialist

3 weeks ago

Edinburgh, Edinburgh, United Kingdom Stampede Full time
Job Title: Technical Customer Experience Specialist

Stampede is seeking a highly skilled Technical Customer Experience Specialist to join our team. As a key member of our customer support team, you will play a critical role in providing exceptional customer support and experience, driving process improvements, and ensuring effective communication and collaboration between internal departments, third-party IT companies, and partners.

Key Responsibilities:
  • Coordinate with internal departments, third-party IT companies, and partners to facilitate smooth onboarding of new customers and address technical challenges promptly.
  • Utilize bug reporting and CRM data to identify trends and patterns, enabling proactive resolution of issues.
  • Provide expert 1st and 2nd line support as required, especially in scenarios where capacity can be stretched such as product updates, product launches, and training or in complex situations that require specialized support with a high degree of customer-centric problem-solving.
  • Act as an escalation point for partners and L1 support teams.
Process Improvement:
  • Streamline communication processes with third-party IT companies to minimize onboarding delays.
  • Collaborate with internal and external stakeholders to optimize onboarding processes and enhance user experience.
  • Identify opportunities within current company or product processes or features to improve, iterate, or enhance customer experience.
Documentation and Knowledge Management:
  • Maintain comprehensive documentation of onboarding processes and user issues using bug-reporting software and CRM systems.
  • Encourage best practices documentation to improve future experiences and streamline knowledge transfer within the team.
Communication and Stakeholder Management:
  • Act as a central point of contact for communication between teams and partners, ensuring alignment on objectives and priorities.
  • Facilitate regular meetings and updates with customers to ensure clear communication and collaboration.
  • Maintain strong relationships with third-party IT companies and partners, fostering open communication and effective problem-solving mechanisms.
Compliance and Security:
  • Ensure compliance with data protection regulations and security standards when sharing information with third-party IT companies and partners.
  • Implement robust security measures to safeguard sensitive data and mitigate cybersecurity threats associated with third-party collaborations.

Qualifications:

  • Education:
    • A university degree in business, marketing, communications, or a related field is desirable but not essential.
    • Certifications in customer experience/support or related areas are highly valuable.
  • Experience:
    • 3+ years of experience in a customer-facing role, preferably in customer experience, support, or a related field within a B2B SaaS environment.
    • Proven track record in managing customer relationships, driving account growth, and delivering complex projects.
    • Familiarity with customer experience tools and software, such as Zendesk (or other cloud-based helpdesks), Segment, Sentry, Linear, Postman, Zapier, and Gsuite.
    • Networking Technologies - LAN/WAN and Wireless
    • Core internet technologies - Routing and switching, DNS, DHCP, OSI Model
    • Professional-grade WiFi access points & their cloud controllers (Ubiquiti UniFi, Cisco Meraki, Ruckus, Openmesh)
  • Skills:
    • Communication: Exceptional verbal and written communication skills are essential for interacting effectively with customers and internal teams.
    • Empathy: Genuine empathy for customers, helping build relationships and retain customers through active listening and personalized solutions.
    • Relationship-Building: Excellent interpersonal skills to establish trust, develop rapport, and maintain long-term customer partnerships.
    • Problem-Solving: Adept at analyzing complex situations, identifying root causes of issues, and finding creative solutions.
    • Strategic Thinking: Ability to align customer objectives with business goals and guide customers to boost retention and reduce churn.
    • Project & Time Management: Strong skills in prioritizing tasks, meeting deadlines, and managing multiple customer accounts simultaneously.

Additional Information:

If you are passionate about customer experience and have a proven track record in driving growth and managing projects in a SaaS environment, we would love to hear from you. Please submit your CV and a cover letter detailing your experience and why you would be a great fit for this role.

  • Technical Customer Experience Specialist

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Bright Purple Full time

    Exciting Opportunity for a Technical Customer Experience SpecialistBright Purple is working with a dynamic and ambitious scale-up based in Edinburgh, seeking a talented Technical Customer Experience Specialist to join their team. As a key member of the customer success team, you will play a crucial role in ensuring seamless onboarding, resolving technical...

  • Technical Customer Experience Specialist

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Bright Purple Full time

    Technical Customer Experience Specialist Edinburgh (onsite) Bright Purple is working with a truly exciting and ambitious scale-up based in Edinburgh, with bold plans to scale their offering which you'll play a key part in. They are building huge momentum and need talented people to help them expand. This company needs positive can-do attitudes to mirror...

  • Technical Customer Experience Specialist

    3 weeks ago

    Edinburgh, Edinburgh, United Kingdom Stampede Full time

    Job Title: Technical Customer Experience SpecialistStampede is seeking a highly skilled Technical Customer Experience Specialist to join our team. As a key member of our customer support team, you will play a critical role in delivering exceptional customer experiences and driving process improvements.Key Responsibilities:Customer Support: Coordinate with...

  • Technical Customer Experience Specialist

    3 weeks ago

    Edinburgh, Edinburgh, United Kingdom Stampede Full time

    Job Title: Technical Customer Experience SpecialistStampede is seeking a highly skilled Technical Customer Experience Specialist to join our team. As a key member of our customer support team, you will play a critical role in delivering exceptional customer experiences and driving process improvements.Key Responsibilities:Customer Support: Coordinate with...

  • Technical Customer Experience Specialist

    1 month ago

    Edinburgh, Edinburgh, United Kingdom Stampede Full time

    Job Description**Customer Experience Specialist Role**We are seeking a highly skilled Customer Experience Specialist to join our team at Stampede. As a key member of our customer-facing team, you will play a critical role in delivering exceptional customer support and experience, driving process improvements, and ensuring effective communication and...

  • Technical Customer Experience Specialist

    1 month ago

    Edinburgh, Edinburgh, United Kingdom Stampede Full time

    Job Description**Customer Experience Specialist Role**We are seeking a highly skilled Customer Experience Specialist to join our team at Stampede. As a key member of our customer-facing team, you will play a critical role in delivering exceptional customer support and experience, driving process improvements, and ensuring effective communication and...

  • Customer Experience Specialist

    4 weeks ago

    Edinburgh, Edinburgh, United Kingdom Stampede AI Ltd Full time

    Technical Customer Experience SpecialistWe're Stampede, a software company that's revolutionizing the hospitality sector with our innovative guest experience and engagement platform.About the RoleAs a Technical Customer Experience Specialist at Stampede, you'll play a critical role in delivering exceptional customer support and experience, driving process...

  • Customer Experience Specialist

    4 weeks ago

    Edinburgh, Edinburgh, United Kingdom Stampede AI Ltd Full time

    Technical Customer Experience SpecialistWe're Stampede, a software company that's revolutionizing the hospitality sector with our innovative guest experience and engagement platform.About the RoleAs a Technical Customer Experience Specialist at Stampede, you'll play a critical role in delivering exceptional customer support and experience, driving process...

  • Customer Experience Specialist

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Bright Purple Full time

    Join a dynamic and ambitious scale-up in Edinburgh, where you'll play a key role in shaping customer success efforts. As a Customer Experience Specialist, you'll collaborate with internal teams, third-party IT providers, and partners to ensure seamless onboarding, resolve technical challenges, and optimize overall customer experiences.Key...

  • Customer Experience Specialist

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Stampede AI Ltd Full time

    Technical Customer Experience SpecialistWe're Stampede, an Edinburgh-based software company that is bringing the future of technology to the hospitality sector with our guest experience & engagement platform.As the Customer Experience Specialist at Stampede, you will play a critical role in providing exceptional customer support and experience, driving...

  • Customer Experience Specialist

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Stampede Full time

    Customer Experience SpecialistStampede is seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our customer support team, you will be responsible for providing exceptional customer support and experience, driving process improvements, and ensuring effective communication and collaboration between internal departments,...

  • Customer Experience Specialist

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Stampede AI Ltd Full time

    Technical Customer Experience SpecialistWe're Stampede, a software company that's revolutionizing the hospitality sector with our innovative guest experience and engagement platform.Key Responsibilities:Provide exceptional customer support and experience, driving process improvements and effective communication between internal departments, third-party IT...

  • Customer Experience Specialists

    1 week ago

    Edinburgh, Edinburgh, United Kingdom Lothian Buses Full time

    At Lothian Buses, we're passionate about showcasing the beauty of Edinburgh to our customers. Our team of Customer Experience Specialists, Tour and Ticket Coordinators, and Local Knowledge Experts work together to deliver exceptional experiences on our tours.As a Customer Experience Specialist, you'll be the face of our company, providing top-notch service...

  • Customer Experience Specialists

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Lothian Buses Full time

    At Lothian Buses, we're passionate about delivering exceptional customer experiences. Our team of Customer Experience Specialists, also known as Edinburgh City Ambassadors, play a vital role in showcasing the beauty and history of our city to visitors from around the world.As a key member of our team, you'll have the opportunity to work closely with our...

  • Customer Technical Solutions Specialist

    1 day ago

    Edinburgh, Edinburgh, United Kingdom Motorola Solutions Full time

    Job Title: Customer Technical Solutions SpecialistAbout the Role:We are seeking a highly skilled Customer Technical Solutions Specialist to join our team at Motorola Solutions. As a key player in our managed service, customer-interfacing role, you will couple technical and client relationship skills to successfully implement and support our product range.Key...

  • Customer Experience Specialist

    1 week ago

    Edinburgh, Edinburgh, United Kingdom beBee Professionals Full time £22,000 - £28,000

    beBee Professionals is seeking a Customer Experience Specialist to deliver exceptional customer service and support in Edinburgh, UK.Key Responsibilities:Respond to customer inquiries via various channels.Provide accurate product and service information to customers.Resolve customer complaints and issues efficiently.Process customer orders and manage account...

  • Customer Experience Expert

    2 weeks ago

    Edinburgh, Edinburgh, United Kingdom Bright Purple Full time

    Customer Experience ExpertBright Purple is working with a truly exciting and ambitious scale-up based in Edinburgh, with bold plans to scale their offering which you'll play a big part in. They are building huge momentum and need talented people to help them expand. This company needs positive can-do attitudes to mirror their own ways. They are looking for...

  • Customer Experience Specialist

    2 days ago

    Edinburgh, Edinburgh, United Kingdom Computacenter Full time

    About the RoleWe are seeking a highly motivated Customer Experience Specialist to join our team. This is a 12-month fixed-term contract opportunity to work closely with our most prestigious clients, ensuring a smooth order process and delivering fast pricing and excellent customer service.Key ResponsibilitiesCoordinate order requests from initial enquiry...

  • Technical Specialist

    3 weeks ago

    Edinburgh, Edinburgh, United Kingdom InterSystems Full time

    Job Title: Technical SpecialistWe are seeking a highly skilled Technical Specialist to join our team at InterSystems. As a Technical Specialist, you will be responsible for performing custom development tasks, providing technical support, and ensuring the successful implementation of InterSystems healthcare applications and related products.Key...

  • Technical Specialist

    3 weeks ago

    Edinburgh, Edinburgh, United Kingdom InterSystems Full time

    Job Title: Technical SpecialistWe are seeking a highly skilled Technical Specialist to join our team at InterSystems. As a Technical Specialist, you will be responsible for performing custom development tasks, providing technical support, and ensuring the successful implementation of InterSystems healthcare applications and related products.Key...