Senior Customer Experience Specialist

Join our team as a Senior Customer Experience Specialist, where you'll be at the forefront of resolving complex customer issues. This role requires close collaboration with CX Engineering and involves investigating technical issues, leading customer calls, and producing high-quality investigations. You'll also have the opportunity to contribute to process improvements and automation initiatives. If you enjoy solving complex problems and working in a fast-paced environment, we want to hear from you!

• Assumer la responsabilité des escalades complexes des clients, de l'enquête à la résolution.
• Collaborer étroitement avec l'ingénierie CX pour diagnostiquer les problèmes et valider les solutions.
• Produire des enquêtes claires et de haute qualité qui accélèrent la résolution par l'ingénierie.
• Own complex customer escalations from investigation through resolution
• Partner closely with CX Engineering to diagnose issues and validate solutions
• Lead customer calls to gather information and communicate investigation progress
• Produce clear, high-quality investigations that accelerate Engineering resolution
• Prioritise multiple complex investigations simultaneously
• Build and maintain technical playbooks and knowledge articles
• Identify recurring issues and recommend process improvements
• Contribute to automation and AI initiatives across Customer Experience
• Mentor Customer Experience Specialists through complex investigations
• Collaborate closely with Product, Engineering and Customer Experience teams