Customer Experience Specialist

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Entrupy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🔧 Hardware

☁️ SaaS

💰 $3M Venture Round on 2022-03

Artificial Intelligence • Hardware • SaaS

Entrupy is a hardware-enabled SaaS company that utilizes computer vision algorithms and microscopy to authenticate luxury handbags and accessories. With a mission to combat the $1. 7 trillion counterfeit goods market, Entrupy aims to be the Verisign of physical goods. Their patented technology is widely used by secondary resellers and marketplaces globally, providing a scalable solution for authenticating high-value luxury products.

📋 Description

• Monitor all customer-facing platforms, including chat, email, phone, and website contact form, to resolve customer issues and conduct customer outreach as needed • Achieve target performance metrics across First Response Time, QA quality scores, CSAT, and Full Resolution Time • Work closely with authentication operations teams to support timely and accurate result delivery • Collaborate with Sales, Billing, Product, and Engineering to ensure the best customer experience and resolve issues promptly • Guide customers through onboarding and ensure successful implementation into their daily operations • Coordinate customer account setup, training, and integrations • Monitor customer usage, proactively offer support, improve experience, and drive product adoption • Create and update self-service resources, including training videos and knowledge base articles • Collect and share customer feedback about the product and overall user experience

🎯 Requirements

• Proficient in Italian and French • At least 3 years of experience in customer support • Time management skills for prioritizing daily tasks • Detail-oriented with strong organizational skills • Strong oral and written communication skills with empathy and problem-solving mindset • Ability to work in a fast-paced environment • Tech-savvy and solutions-oriented • Ability to communicate technical concepts effectively to audiences with varying technical ability • Experience in B2B SaaS Customer Support is a plus • Desired language support: English, Italian, and French

🏖️ Benefits

• Market-competitive compensation structure • Generous time away, including company holidays and more! • Opportunity to be part of the diverse and growing team across Japan, UK, US, India, Austria, SEA, Poland and Brazil.