Customer Experience Specialist

Simera; San Francisco (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Simera is seeking a proactive Customer Support Specialist to deliver exceptional service across email, chat, and phone. You will listen to customers, diagnose needs, and provide clear, timely solutions to build trust.

You will collaborate with product and engineering teams, document issues, and identify trends to improve the overall customer experience. Strong communication and multitasking are essential.

Qualifications

• Excellent verbal and written communication.
• Strong customer service and interpersonal skills.
• Problem-solving and critical-thinking abilities.
• Ability to multitask and manage multiple customer requests efficiently.

Responsibilities

• Respond to customer inquiries through email, chat, phone, or other support channels.
• Understand customer needs and provide clear, accurate, and professional assistance.
• Troubleshoot and resolve customer issues in a timely manner.
• Escalate complex or technical issues to the appropriate team when necessary.
• Follow up with customers to ensure their issues are fully resolved.
• Maintain accurate records of customer interactions, requests, and resolutions.
• Identify recurring customer issues and communicate trends or feedback to the relevant teams.
• Follow company policies, procedures, and service standards.
• Maintain a professional, positive, and customer-focused approach in every interaction.
• Collaborate with internal teams to resolve customer concerns and improve the overall customer experience.

Skills

Verbal communication

Written communication

Customer service

Problem-solving

Multitasking

CRM tools

Job description

Simera is seeking a proactive Customer Support Specialist to deliver exceptional service across email, chat, and phone. You will listen to customers, diagnose needs, and provide clear, timely solutions to build trust.

You will collaborate with product and engineering teams, document issues, and identify trends to improve the overall customer experience. Strong communication and multitasking are essential.