Hybrid Remote Product Expert: End-to-End Success

Women clothing center; Cérons; Hybrid; EUR 14,000 - 23,000; Full time

Job summary

Text is seeking a Product Expert to be the dedicated front line for customers, owning the relationship from first conversation through activation, purchase and renewal. You’ll handle support cases, work with US e-commerce clients, and use AI to automate recurring work while driving product insights.

The role emphasizes ownership, initiative, and clear communication, with hybrid/remote work and quarterly in-person collaboration at the Wroclaw office. A self-employed B2B contract model is in place.

Responsibilities

• Review chats, new trials, and customer health signals to spot opportunities and risks, and prioritize by customer need, commercial impact, and urgency
• Reach out proactively by chat, phone, email, LinkedIn, and outreach tools like Apollo. When an email goes unanswered, pick up the phone
• Move quickly to a live call or screen share to unblock setup and activation, and join live chats that show commercial or Enterprise potential
• Lead onboarding, setup, and AI Agent activation, and show customers how our core workflows and new features solve their business problems
• Run customer health checks and act on changes such as AI resolution drops, widget disconnections, overdue invoices, and upcoming renewals
• Own each case end-to-end, including trial-to-paid conversion, upgrades, renewals, and contract questions, with clear next steps and follow-ups, and verify the result with the customer
• Handle the support cases that still reach you, resolving them quickly or turning them into automations
• Use AI to automate recurring work, and share what works with the team
• Turn recurring customer feedback into product insights, and share a monthly summary with Product and UX with examples, business impact, and suggested improvements
• Share good practices with colleagues and help keep onboarding materials for new Product Experts up to date

Job description

Text is seeking a Product Expert to be the dedicated front line for customers, owning the relationship from first conversation through activation, purchase and renewal. You’ll handle support cases, work with US e-commerce clients, and use AI to automate recurring work while driving product insights.

The role emphasizes ownership, initiative, and clear communication, with hybrid/remote work and quarterly in-person collaboration at the Wroclaw office. A self-employed B2B contract model is in place.