Remote Customer Experience Specialist for Tech SaaS

7Seventy; United States; Remoto; USD 59.000 - 72.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully paid family health, dental, and视

Paid time off and holidays

Family-friendly leave policies

401(k) retirement plan with employer-m

Home office equipment and remote work

Professional development opportunities

Remote-first working environment

Descrizione del lavoro

7Seventy is hiring a Customer Experience Specialist to deliver high-quality technical SaaS support across chat, email, phone, and screen-sharing. You will own requests from first contact to resolution and troubleshoot complex software issues while educating customers.

You’ll work with AI-assisted workflows, Pylon, and cross-functional teams to translate feedback into product improvements and build helpful knowledge resources that boost adoption and self-service.

Competenze

• 2+ years in technical SaaS support or similar customer-facing tech role.
• Experience resolving complex software issues and explaining findings.
• Remote collaboration using Slack, Zoom, and Jira.
• Ability to manage customer conversations from contact to resolution.
• Experience with AI-assisted support workflows is a plus.

Mansioni

• Manage customer conversations in live chat, email, phone, and screen-sharing sessions, owning from initial response to resolution.
• Provide technically accurate, timely, and personalized assistance while helping customers understand solutions.
• Investigate and troubleshoot complex software issues involving configurations, data relationships, and integrations.
• Perform root cause analysis to identify practical, sustainable solutions.
• Use AI-assisted tools to research questions, draft responses, and analyze support information.
• Evaluate AI-generated results and contribute to improving AI-assisted workflows.
• Collaborate with Onboarding, Customer Success, developers, and other teams to resolve escalations.
• Advocate for customer needs by sharing feedback and influencing product improvements.
• Educate customers on software functionality and recommended workflows to strengthen adoption.
• Lead or co-host Office Hours, webinars, and training sessions.
• Create and maintain Help Center articles and knowledge base documentation.
• Identify recurring questions and friction points to improve documentation and functionality.
• Translate customer insights into actionable recommendations for reducing issues and improving outcomes.
• Experiment with new tools and processes to increase efficiency and capacity for meaningful interactions.
• Balance priorities and determine when to escalate or investigate further, maintaining follow-through.
• Develop product expertise and continuously improve troubleshooting and support practices.

Conoscenze

Exceptional written communication

Independent troubleshooting

AI tools usage

Customer-focused problem solving

Ability to explain technical findings

Ownership and follow-through

Strumenti

Slack

Zoom

Jira

Pylon

Descrizione del lavoro

7Seventy is hiring a Customer Experience Specialist to deliver high-quality technical SaaS support across chat, email, phone, and screen-sharing. You will own requests from first contact to resolution and troubleshoot complex software issues while educating customers.

You’ll work with AI-assisted workflows, Pylon, and cross-functional teams to translate feedback into product improvements and build helpful knowledge resources that boost adoption and self-service.