Senior Customer Engagement Specialist

🕒 Outubro 30

🍂 Massachusetts – Remoto

🍂 Massachusetts – Remote

💵 $60.000 - $75.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Nutritics

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2013

☁️ SaaS

🍽️ Alimentos e Bebidas

🏨 Hospitalidade

🔥 Investimento no último ano

💰 GROWTH EQUITY VC em 2026-01

SaaS • Food & Beverage • Hospitality

A Nutritics é uma empresa de software que oferece uma plataforma baseada em nuvem para gestão de dados de alimentos e publicação digital. Sua plataforma centraliza a gestão de receitas e cardápios, a análise nutricional e de alergênicos, a rotulagem de alimentos, o pedido de refeições, as integrações com fornecedores e o cálculo da pegada de carbono (Foodprint), com um banco de dados de alimentos que reúne mais de 1,5 milhão de itens e uma REST API para integrações. A Nutritics é utilizada por clientes dos setores de hospitalidade, alimentação, saúde e educação — incluindo restaurantes, empresas de catering, hospitais, universidades, nutricionistas e especialistas em nutrição esportiva — para melhorar a segurança dos alimentos e a conformidade, reduzir custos e mão de obra, publicar cardápios acessíveis e mensurar o impacto ambiental.

Descrição

• Provide timely, professional and empathetic support via email, phone and live chat • Investigate, replicate and troubleshoot technical issues, collaborating with Product and Engineering to identify root causes and solutions • Own customer queries through resolution, coordinating with internal teams or escalating where appropriate • Act as a senior support point for complex customer queries and situations • Develop strong product knowledge and guide customers in using Nutritics effectively • Maintain a consistently high-quality customer experience • Maintain accurate records of customer interactions, actions and outcomes • Provide cross-regional customer coverage during North American working hours • Share customer insights with Customer Success, Product, Sales, Solutions and other teams • Maintain customer information, engagement activity, health indicators and actions in ClientSuccess, Salesforce and other systems • Develop and improve customer resources, knowledge content, playbooks and engagement processes • Provide insight into North American customer needs and emerging trends • Support the Head of Customer Engagement with new CE initiatives, systems, automation and engagement programmes

🎯 Requisitos

• 2+ years' experience in Customer Engagement, Customer Success, SaaS customer support or a similar customer-facing role, ideally within a B2B SaaS environment • Demonstrable experience building positive customer relationships and delivering a high-quality customer experience • Experience proactively engaging customers to support product adoption, usage and ongoing engagement • Strong problem-solving skills with the ability to take ownership of customer queries through to resolution • Ability to recognise potential customer risk and understand when escalation is required • Excellent written and verbal communication skills, with confidence communicating with customers and internal stakeholders • Strong organisational and time-management skills with the ability to prioritise effectively across multiple customers and activities • Experience working with CRM, customer success or customer support platforms • Confidence interpreting customer usage and engagement information to inform proactive outreach • Collaborative approach and willingness to share knowledge and support the development of colleagues • Ability to work independently and effectively within a remote, internationally distributed team • Experience within foodservice, hospitality, food technology or SaaS would be advantageous but is not essential • Fluent spoken and written English

🏖️ Benefícios

• Competitive Paid Time Off (PTO) policy • Training & Development Programmes • Excellent work life balance policies - Summer hours, Enhanced parenting leave options etc. • Generous personal Health & Wellbeing allowance • Competitive base salary, and comprehensive benefits package • Comprehensive Health, Dental, and Vision insurance plans • Life and Disability insurance • 401(k) retirement plan with company match • Corporate Travel insurance • Unparalleled opportunities to a rewarding & diverse career path - progression opportunities across Customer Engagement, Customer Success and the wider Customer Experience organisation • An experienced knowledgeable peer group • Full-time employment through an Employer of Record (EOR), with employment terms, payroll, and compliance managed by the EOR in accordance with local regulations

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