Customer Experience Specialist

Guidde; New York (NY); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation and benefits package

Opportunities for professional development

Flexible work arrangements

Job summary

A leading SaaS startup in New York is seeking a skilled Customer Support professional to enhance customer satisfaction through effective communication and problem-solving. Enjoy a hybrid work model and flexible schedule while contributing to a dynamic team focused on innovation. Applicants should have 3+ years of customer support experience in a SaaS environment, native-level English, and a passion for helping customers succeed.

Qualifications

• 3+ years of experience in customer support in a SaaS startup.
• Native-level English with excellent communication skills.
• Strong analytical abilities and problem-solving skills.

Responsibilities

• Support customers by addressing product questions and troubleshooting issues.
• Work with the CX team to enhance customer satisfaction.
• Gather customer feedback to drive platform improvements.

Skills

3+ years of experience in customer support in a SaaS startup

Native-level English spoken and written

Strong analytical and troubleshooting abilities

Empathy and understanding customer needs

Ability to work independently

Problem-solving skills

Tools

Intercom

JIRA

HubSpot

Job description

Overview

Be among the first 25 applicants. Guidde is a dynamic startup at the forefront of the KnowledgeOnDemand transformation. Our platform uses AI technologies, including NLP and Computer Vision, to enable organizations to create high-quality how-to videos in seconds. With over 2,500 paying organizations and significant time and ticket reductions, Guidde is rapidly scaling.

The Ideal Guidder is clear, impactful, and focused on delivering value. We blend a startup environment with a team-oriented approach, prioritizing customer success. We value doers who listen, show up ready to play, and thrive in a collaborative setting.

Location & Schedule

Location: NYC, NY – Hybrid position

Work Hours: 11 AM – 8 PM ET

Eligibility

Applicants must have legal authorization to work in the U.S. without sponsorship.

What you will do

• Support customers by answering product questions, troubleshooting issues, and ensuring they get the most out of Guidde
• Work closely with the CX Team Lead and teammates to implement strategies that enhance customer satisfaction
• Gather customer feedback and collaborate with Product and Engineering to drive platform improvements
• Create and maintain internal and customer-facing documentation to improve knowledge sharing and self-service options
• Identify patterns in customer needs and help influence improvements to both support processes and product experience

What you\'ll need to thrive

• 3+ years of experience in customer support in a SaaS startup
• Native-level English (spoken and written) with excellent communication skills
• Strong analytical and troubleshooting abilities, with a proven knack for problem-solving
• Empathy and the ability to “read between the lines” to understand customer needs beyond what is written
• A passion for mastering the product and providing clear, effective guidance to customers
• Ability to work independently, take initiative, and proactively tackle challenges
• Bonus: Experience with video platforms, Intercom, JIRA, HubSpot, or working in a remote environment

Your journey with Guidde

• Leave Your Mark: Contribute meaningfully to our growth story.
• Work Your Way (Hybrid): Enjoy a flexible work arrangement based in Tel Aviv/NYC.
• Innovate Together: Be part of a collaborative and forward-thinking team.
• Fuel Your Growth: Access opportunities for professional development and advancement.
• Your Value Matters: Receive a competitive compensation and benefits package.
• Salary Range: $50,000 - $70,000 OTE.

Note: The following items appear to be unrelated job postings and are not part of this role: Manhattan, NY postings for various positions, and general recruitment messages.