Customer Experience Specialist I

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Entrupy

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $3M Venture Round on 2022-03

Entrupy is the only company using artificial intelligence to instantly authenticate luxury handbags and accessories. Our mission is to become the Verisign of physical goods to attack the $1.7 trillion sales of counterfeit goods globally. Entrupy’s authentication service uses patented computer vision algorithms and microscopy to bring trust to transactions of high-value physical goods. Currently in use by hundreds of secondary resellers and marketplaces worldwide, Entrupy provides the only independent, scalable technology capable of objectively authenticating luxury products.

📋 Description

• Monitor all customer-facing platforms (chat, email, phone, website contact form, etc.) to resolve customer issues and conduct customer outreach as needed. • Work closely with the authentication operations teams to provide support for timely and accurate result delivery. • Collaborate with internal stakeholders, such as Sales, Billing, Product and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner. • Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations. • Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience. • Monitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value. • Create and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves. • Represent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience.

🎯 Requirements

• At least 3 years of experience in bilingual customer support (English and Chinese) • Time management skills in prioritizing daily tasks • Detail-oriented with strong organizational skills • Strong oral and written communication skills with empathy and a problem-solving mindset • Ability to work in a fast-paced environment • Tech-savvy and solutions-oriented • Effectively communicate technical concepts to audiences of varying technical ability • Experience in BtoB SaaS Customer Support is a plus

🏖️ Benefits

• Market-competitive compensation structure • Generous time away, including company holidays and more! • Opportunity to be a part of a fast-growing AI-driven tech startup in the luxury industry.