Senior Customer Engagement Specialist

🔥 7 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $60k - $75k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Nutritics

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

☁️ SaaS

🍽️ Food & Beverage

🏨 Hospitality

🔥 Funding within the last year

💰 GROWTH EQUITY VC on 2026-01

SaaS • Food & Beverage • Hospitality

Nutritics is a software company offering a cloud-based platform for food data management and digital publishing. Its platform centralizes recipe and menu management, nutrition and allergen analysis, food labelling, meal ordering, supplier integrations and carbon-footprint calculation (Foodprint), with a food database of over 1. 5 million items and a REST API for integrations. Nutritics is used by hospitality, food service, healthcare and education customers (restaurants, caterers, hospitals, universities, dietitians and sports nutritionists) to improve food safety and compliance, reduce costs and labor, publish accessible menus, and measure environmental impact.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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