Customer Experience Champion

Há 14 horas


Lisboa, Lisboa, Portugal Phiture Tempo inteiro

About Phiture
Phiture is a cutting-edge B2B gift sending platform that empowers companies to deliver e-gifts, gifts, and bespoke merchandise, fostering deeper connections with customers, prospects, and employees at the click of a button. Our seamless integrations with sales and marketing tech stacks enable companies to deliver moments that matter at scale, globally, throughout the entire customer lifecycle. We're assembling a world-class global team across London, Lisbon, and New York, and we're looking for our next Customer Experience Champion

Role Description
We're seeking an experienced and enthusiastic Customer Experience Champion to join our growing global team. As part of the Phiture Customer Experience team, you'll be communicating directly with B2B customers and vendors to answer inquiries, resolve issues, manage documentation, and ensure that all customers receive an outstanding level of service.
You'll work closely with Customer Success, Product, and Engineering teams to ensure a speedy diagnosis, prioritization, and resolution of all issues. We want you to be an expert in the individual features that make up the Phiture platform and translate this expertise into solving customer issues. You'll also help define and shape the product goals, priorities, and roadmap based on your frontline knowledge of customer needs. Last but not least, you'll have a unique opportunity to make an impact on a growing Customer Experience team

Key Responsibilities

  • Communicating directly with users and vendors to answer product questions and address issues through email, chat, and video conferencing.
  • Providing consultative service by identifying customer goals, directing them to best practices, and answering product questions.
  • Troubleshooting product issues and bugs from start to finish.
  • Offering alternative solutions and going above-and-beyond where appropriate with the objective of delighting and retaining customers.
  • Continuously evaluating and identifying opportunities for process improvements that positively impact customers' experience.
  • Prioritizing and managing your backlog of tickets to ensure all responsibilities are met while consistently achieving the weekly goal for resolved tickets.
  • Writing and improving Phiture help documentation.
  • Assisting the development of best practices for handling support requests.
  • Identifying and tracking customer feedback to better advocate on behalf of our users.
  • Acting as a liaison between customers and the Product and Engineering teams to resolve product issues.
  • Collaborating with the Product team to shape product goals, feature priorities, and roadmap based on your knowledge of customer challenges.

Outside of Your Daily Responsibilities
  • Onboarding and mentoring new team members.
  • Partaking in cross-functional projects.
  • A variety of additional tasks

About You
  • At least 2 years of experience in support or other service-oriented customer-facing roles at a SaaS company.
  • Open to working night shifts (from 5pm to 12am Lisbon time) on a remote, Portugal-based basis.
  • Experience managing issues through the end-to-end support lifecycle: initial customer inquiry, triage, troubleshooting, and writing effective bug reports for the development team.
  • Ability to convey information clearly, empathetically, and professionally in both written and verbal communication (English language skills are essential), and manage multiple conversation threads while handling tickets.
  • Comfortable using various support tools, CRM platforms, and learning new software as needed (Slack, Zendesk).
  • Strong troubleshooting, root cause analysis, and problem-solving skills with SaaS solutions.
  • Flexible and open to handling changes in processes, tools, or customer demands.
  • Goal-oriented with a focus on achieving results. Work effectively with colleagues, share knowledge, and contribute to team goals.
  • Open to feedback with a mindset of curiosity and continuous improvement.

Salary Range: $60,000 - $80,000 per annum, depending on experience.
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