SMB Customer Experience Specialist — Digital Onboarding & Support

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

Job summary

NAVEX Global, Inc. seeks a Customer Experience Specialist to support SMB customers with onboarding, platform usage, and product support across phone, email, chat, and digital channels.

You will help deliver scalable engagement programs, maintain knowledge bases, and coordinate with internal teams to resolve issues—driving customer satisfaction and retention in a hybrid work environment.

Qualifications

• 2+ years of experience in Customer Support, Customer Experience, Customer Success, or SaaS service roles.
• Strong written and verbal communication skills with the ability to support customers across digital channels.
• Experience supporting customers through phone, email, chat, or help desk platforms.
• Ability to manage multiple customer inquiries while maintaining a high level of service quality.
• Comfort working with digital engagement tools, help centre platforms, and knowledge base systems.

Responsibilities

• Respond to customer inquiries through phone, email, chat, and digital support channels, ensuring a timely and helpful response.
• Assist customers with questions related to onboarding, platform usage, and general product support.
• Ensure efficient resolution of issues impacting customer experience by coordinating with internal teams when necessary.
• Support digital onboarding programs and automated customer engagement campaigns designed to help customers successfully adopt NAVEX solutions.
• Assist with webinar coordination, customer education sessions, and training initiatives.
• Maintain and update help centre documentation, tutorials, and knowledge base articles to support customer self-service.
• Promote and guide customers toward self-service resources that help them quickly resolve common questions.
• Monitor trends in customer inquiries, support requests, and feedback to identify common challenges across the small-market customer base.
• Surface recurring issues and insights to internal teams to help improve products, processes, and customer resources.
• Coordinate internally to resolve customer challenges before they impact satisfaction or retention.
• Gather feedback from small-market customers to inform improvements to product functionality, digital engagement programms, and customer education resources.

Skills

Customer support

Communication

Multichannel support

SaaS experience

Knowledge base

Tools

Helpdesk platforms

Knowledge base systems

Digital engagement tools

Job description

NAVEX Global, Inc. seeks a Customer Experience Specialist to support SMB customers with onboarding, platform usage, and product support across phone, email, chat, and digital channels.

You will help deliver scalable engagement programs, maintain knowledge bases, and coordinate with internal teams to resolve issues—driving customer satisfaction and retention in a hybrid work environment.