Customer Experience Specialist (APAC/EMEA/NAMER)

usemultiplier.com; Pune District; Hybrid; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Flexible vacation

Health insurance

Attractive ESOPs

Job summary

A leading tech company in Pune, Maharashtra is seeking a Customer Experience Specialist. In this pivotal role, you will enhance customer satisfaction across North America and English-speaking regions. The ideal candidate has over three years of experience in customer support within SaaS or HRIS environments. You'll engage with customers to resolve issues while collaborating with product teams to improve overall experiences. This position offers flexibility in work arrangements, competitive benefits, and a supportive team environment.

Qualifications

• 3+ years in customer experience or support, ideally in SaaS or HRIS.
• Strong communication and problem-solving skills are essential.
• Willingness and ability to work in a 24/5 rotational shift schedule.

Responsibilities

• Monitor customer satisfaction and health scores.
• Engage with customers to troubleshoot and resolve issues.
• Own end-to-end resolution of customer problems.

Skills

Communication skills

Problem-solving skills

Customer-focused mindset

Experience with SaaS

Familiarity with customer support tools

Tools

Zendesk

Salesforce

Job description

Customer Experience Specialist (APAC/EMEA/NAMER)

Job type: Full Time · Department: Customer experience · Work type: On-Site

Pune, Maharashtra, India

About us:

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress on a global scale.

Multiplier is at the forefront of this change. By removing barriers and simplifying global hiring, we’re creating a level playing field where businesses and individuals – (like you) – can compete, grow, and succeed, regardless of geography.

Multiplier empowers companies to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly. Our mission is to build a world without limits, where ambitious businesses can look beyond borders to build their global dream teams. Our unified employment platform, complete with world-class EOR, AOR and Global Payroll products, means it has never been easier to seize the global hiring opportunity.

We’re backed by some of the best in the business, (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded enthusiasts to join our team. The future is borderless. Let’s build it together.

Job Overview

We’re looking for a customer-focused Senior Specialist to enhance customer satisfaction and success across the North American and English-speaking regions. With 3+ years of experience in SaaS or HRIS, you’ll manage relationships, drive product adoption, and resolve complex customer issues while working cross-functionally to continuously improve the customer experience.

What You'll Do

Customer Success: Monitor satisfaction, drive retention, and track customer sentiment and health scores

Engage with customers via email, chat, and video conferencing to troubleshoot and resolve problems efficiently.

Be the product expert, and provide deep knowledge and guidance to help customers succeed.

Customer Support: Own the end-to-end resolution of the customer issues while ensuring an outstanding support experience.

Collaboration: Partner closely with Product and Engineering teams to enhance the customer experience through feedback and continuous improvement initiatives.

What You'll Bring

3+ years in customer experience or support, ideally in SaaS or HRIS.

Strong communication and problem-solving skills.

Familiarity with SaaS/HRIS platforms and customer support tools (Zendesk, Salesforce, etc.).

A customer-focused, self-driven, and results-oriented mindset.

Willingness and ability to work in a 24/5 rotational shift schedule.

Flexible vacation.

Equipment to support you in your role.

Health Insurance.

What We Offer:

High-impact role with the chance to play a key role in a rapidly growing company.

Full autonomy in your role, along with the freedom to work in a hybrid model.

Work with a passionate, energetic, and diverse team.

Competitive benefits, recognition programs, and career development opportunities.

Attractive ESOPs, giving you a stake in the company’s success.

Comprehensive health insurance coverage for you and your family’s well-being.

Generous holiday policy.

A company that genuinely invests in your professional success.

Multiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.