Customer Experience Specialist - Europe, Middle East, and Africa

クーパービジョン・ジャパン; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a leading emergency management software company as a Customer Experience Specialist. You will be responsible for enhancing customer satisfaction by guiding users through our applications, training sessions, and addressing their technical needs. With a strong focus on service and innovation, you'll play a crucial role in making a meaningful impact in crisis management across the globe.

Benefits

22 days annual leave plus extra for service

Healthcare insurance and pension contributions

Annual company retreat to exotic locations

Climate positive initiatives for sustainability

Qualifications

• Strong on-screen presence to engage customers.
• Demonstrated experience in customer training and support.
• Ability to diagnose software issues and communicate effectively.

Responsibilities

• Ensure customer satisfaction and retention through effective support.
• Conduct remote sessions and training for new users.
• Assist in maintaining Help Center and documentation.

Skills

Customer experience commitment

Communication

Technical troubleshooting

On-screen presence

Video production

Job description

Customer Experience Specialist - Europe, Middle East, and Africa

As a Customer Experience Specialist, you’ll be responsible for providing an exceptional customer experience for users of D4H web applications and mobile apps. You’ll also have opportunities to develop your own projects supporting our customers.

About us

Our software is used in over 36 countries across 6 continents to help people prepare and respond to emergencies, from winter storms to severe floods, oil spills, search and rescue operations, corporate crises, aviation emergencies, and more.

We aim to build software that offers meaningful value to those in emergency and crisis management, creating technologies that reduce loss and suffering for people, the environment, assets, and reputation worldwide.

We are a fully distributed, remote team committed to a supportive, inclusive workplace that prioritizes well-being, creativity, and team success.

Responsibilities

Our Customer Experience Specialists focus on retaining our Annual Recurring Revenue (ARR) by ensuring customers derive maximum value from D4H, encouraging continued subscriptions. They manage the customer journey from sales handover, through implementation, to ongoing support, ensuring it is smooth and considerate.

Planned Implementations

They guide new customers in understanding, configuring, and utilizing D4H effectively. This includes remote training sessions, creating custom training videos for larger clients, and supporting deployment within their organizations.

They maintain and update our Help Center and YouTube channel, ensuring these resources are current, searchable, and helpful. Comfort with speaking on-camera for training videos is essential.

Proactive interactions

They proactively reach out to suggest best practices, address open issues, and ensure customers receive necessary training and support, fostering strong relationships.

Reactive help

They assist customers via help desk support through email, chat, and video conferencing, providing timely and effective solutions.

Issue handling

They log customer issues, attempt to replicate and troubleshoot, communicate with engineering, and update customers on resolutions, owning the communication process.

Shaping our products

They listen to customer feedback, document feature requests, and collaborate with the product team to influence development priorities and testing before releases.

Becoming a product expert

They work with sales to demonstrate the product, especially during pre-sales, and solve complex customer problems, requiring deep product knowledge.

Regular 1-1s with managers and participation in team meetings are part of their routine.

Requirements

• Dedicated to a career in customer experience, including service, training, and support.
• Energetic on-screen presence to confidently engage and inform customers.
• Power user of software, capable of diagnosing and escalating technical issues.
• Excellent email communication skills and fluent spoken English for on-camera delivery.
• Private, quiet home-office environment.

Nice to have

• Experience in emergency or crisis management markets.
• Technical troubleshooting skills for independent issue resolution.
• Technical writing experience for documentation and help resources.
• Video production skills, including live streaming, screen recording, and editing for platforms like YouTube.

What we offer

• 22 days of annual leave, plus 1 additional day per year up to 30 days.
• Healthcare, pension, life insurance, and other benefits (varies by country).
• Climate Positive initiative offsetting your carbon footprint.
• Annual company retreats, with recent gatherings in the Caribbean and Iceland.

How to apply

Email [e-mail] with an introduction explaining why you want to join D4H and include your LinkedIn profile link.

Responders: 100k+ from hundreds of organizations use D4H daily.

Countries: 37+ across 6 continents rely on D4H for emergencies.

Environmental impact: Trees planted in forests to support reforestation efforts.

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