SMB Customer Experience & Onboarding Specialist

NAVEX; Greater London; Hybrid; GBP 38,000 - 52,000; Full time

Job summary

NAVEX seeks a Customer Experience Specialist to support SMB customers through digital engagement, onboarding, and efficient issue resolution. You will work in a hybrid role serving a large customer base with scalable automation and self-service resources.

You will help ensure customers onboard, adopt NAVEX solutions, and access assistance when needed, while maintaining satisfaction and surfacing trends for improvement.

Qualifications

• 2+ years in Customer Support, CX, CS or SaaS service roles.
• Strong written and verbal communication across digital channels.
• Experience supporting customers via phone, email, chat or help-desk tools.
• Ability to manage multiple inquiries while keeping high service quality.

Responsibilities

• Respond to customer inquiries via phone, email, chat and digital channels promptly.
• Assist customers with onboarding, platform usage and product support questions.
• Coordinate with internal teams to resolve issues affecting experience.
• Support onboarding programs and automated engagement campaigns.
• Help with webinars, education sessions and training initiatives.
• Maintain and update help centre docs and knowledge base articles.

Skills

Customer support

Customer experience

SaaS service

Job description

NAVEX seeks a Customer Experience Specialist to support SMB customers through digital engagement, onboarding, and efficient issue resolution. You will work in a hybrid role serving a large customer base with scalable automation and self-service resources.

You will help ensure customers onboard, adopt NAVEX solutions, and access assistance when needed, while maintaining satisfaction and surfacing trends for improvement.