Customer Experience Specialist
2 weeks ago
Stampede 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, 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.
Requirements:
- 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)
Stampede is a dynamic and innovative company that values customer experience and satisfaction. If you are passionate about delivering exceptional customer support and experience, 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.
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