Senior Customer Engagement Specialist

Nutritics; Boston (MA); Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

PTO policy

Training & Development

Health, Dental, Vision insurance

401(k) with company match

Remote work flexibility

Job summary

Nutritics is hiring a Senior Customer Engagement Specialist to deliver proactive, scalable, high-quality support for North American customers. You will monitor engagement, identify customers needing extra help, and work with cross-functional teams to ensure value from our platform.

This role requires experience in SaaS customer support, strong communication, and the ability to work remotely within the US, preferably near Boston, MA.

Qualifications

• 2+ years' experience in Customer Engagement, Customer Success, SaaS customer support or similar customer-facing role.
• Experience building positive customer relationships and delivering high-quality customer experience.
• Fluent spoken and written English with strong communication skills.

Responsibilities

• Provide timely, professional and empathetic support via email, phone and live chat.
• Investigate, troubleshoot and resolve technical issues with Product and Engineering collaboration.
• Own customer queries through to resolution and escalate when needed.
• Act as a senior point of support for complex queries.
• Develop product knowledge to guide customers in using Nutritics effectively.
• Maintain accurate records of customer interactions in internal systems.

Skills

Customer engagement

SaaS

Customer support

Tools

ClientSuccess

Salesforce

Job description

Nutritics is redefining how hospitality and foodservice businesses operate. We give organisations complete clarity and control over their food, menus, supply chains, and environmental impact. Trusted by 500+ customers worldwide, from contract caterers and restaurant groups to healthcare and education providers, we are the platform of choice for businesses that take food data seriously.

Backed by PE investment, we're scaling rapidly across UK&I and entering the US market. Our ambition: to become the world's most trusted food information platform.

This is a pivotal hire as Nutritics embarks on its next transformational step as we continue to scale in the UK & grow into the United States.

As a Senior Customer Engagement Specialist, you will play a key role in delivering a proactive, scalable and high quality customer experience for Nutritics customers across North America.

Working across an assigned customer base, you will combine responsive customer support with proactive engagement to help customers adopt Nutritics effectively and realise ongoing value from the platform. You will monitor customer engagement and usage, identify customers who may require additional support, and take appropriate action or elevate risks where necessary.

As a senior member of the Customer Engagement team, you will also act as a point of support for colleagues, contribute to continuous improvement of our processes and resources, and help shape how we deliver Customer Engagement as our North American customer base grows.

• Provide timely, professional and empathetic support to customers across agreed channels, including email, phone and live chat.
• Proactively investigate, replicate, and troubleshoot technical issues reported by customers, collaborating with Product and Engineering to identify root causes and deliver timely solutions.
• Take ownership of customer queries through to resolution, coordinating with internal teams or escalating where appropriate.
• Act as a senior point of support for more complex customer queries and situations.
• Develop strong product knowledge to provide accurate guidance and help customers use Nutritics effectively.
• Ensure customers receive a consistently high-quality experience throughout their interactions with Nutritics.
• Maintain accurate and timely records of customer interactions, actions and outcomes within relevant internal systems.
• Provide cross-regional customer coverage during North American working hours, supporting UK and global customers where required to ensure continuity of service outside the UK team's core operating hours.
• Share relevant customer insights with Customer Success, Product, Sales, Solutions and other internal teams to support continuous improvement.
• Ensure customer information, engagement activity, health indicators and actions are accurately maintained within ClientSuccess, Salesforce and other relevant systems.
• Support the development and improvement of customer resources, knowledge content, playbooks and engagement processes.
• Provide insight into North American customer needs and emerging trends as Nutritics continues to grow in the region.
• Support the Head of Customer Engagement with the implementation of new CE initiatives, systems, automation and customer engagement programmes.

Career Progression and Development

At Nutritics, growth is built into how we operate and we believe that the best way for our business to grow is for our people to grow. As we scale internationally with the backing of private equity investment, we create real opportunities for people to stretch their skills, take on new challenges, and shape the future of our platform and our industry.

You can expect:

• Impact and Recognition: Join a team delivering significant global growth where you can feel and see the direct impact of your individual contributions.
• Expert Collaboration: Learn from working alongside an experienced management team and market leading clients around the world.
• Structured Growth: Benefit from bi-annual performance reviews and a personalised career development plan tailored to your ambitions.
• Mentorship and Coaching: Access ongoing support and opportunities to expand your responsibilities as the business scales.
• Global Pathways: Take advantage of clear progression routes into senior leadership and specialist roles as we continue our international expansion.

The Ideal candidate will have

• 2+ years' experience in Customer Engagement, Customer Success, SaaS customer support or a similar customer-facing role, ideally within a B2B SaaS environment.
• Demonstrable experience building positive customer relationships and delivering a high-quality customer experience.
• Experience proactively engaging customers to support product adoption, usage and ongoing engagement.
• Strong problem-solving skills with the ability to take ownership of customer queries through to resolution.
• The ability to recognise potential customer risk and understand when escalation is required.
• Excellent written and verbal communication skills, with confidence communicating with customers and internal stakeholders.
• Strong organisational and time-management skills with the ability to prioritise effectively across multiple customers and activities.
• Experience working with CRM, customer success or customer support platforms.
• Confidence interpreting customer usage and engagement information to inform proactive outreach.
• A collaborative approach and willingness to share knowledge and support the development of colleagues.
• The ability to work independently and effectively within a remote, internationally distributed team.
• Experience within foodservice, hospitality, food technology or SaaS would be advantageous but is not essential.
• Fluent spoken and written English.

Most Importantly

Nutritics is a people first business scaling at a world class pace, and we are looking for individuals who align with our five core values: Team First, Open Communication, No Ego, Integrity, and The Rocket . We take our mission seriously but don’t take ourselves too seriously, fostering a collaborative spirit where transparency, openness and results are valued over hierarchy. By joining us, you become part of an award winning culture that balances high speed international growth with a genuine commitment to the wellbeing and development of every team member.

Nutritics provides a range for base pay. Where you sit within it depends on factors including your job-related knowledge, skills, experience, education and training, location, and the scope of the role.

Base salary: $60,000 – $75,000 per year

Working with Nutritics

• Competitive Paid Time Off (PTO) policy.
• Training & Development Programmes.
• Excellent work life balance policies - Summer hours, Enhanced parenting leave options etc.
• Generous personal Health & Wellbeing allowance.
• Competitive base salary, and comprehensive benefits package.
• Comprehensive Health, Dental, and Vision insurance plans.
• Life and Disability insurance.
• 401(k) retirement plan with company match.
• Corporate Travel insurance.
• Unparalleled opportunities to a rewarding & diverse career path - progression opportunities across Customer Engagement, Customer Success and the wider Customer Experience organisation.
• An experienced knowledgeable peer group.
• Employment Status:This is a full time role; successful candidates will be hired through an Employer of Record (EOR), with employment terms, payroll, and compliance managed by the EOR in accordance with local regulations.

Location and Hours of Work

Our weekly hours of work are 40 covering Monday to Friday. Remote (US based, with a strong preference for candidates based in or near Boston, MA).

Nutritics values diversity, belonging and equal employment opportunities. We encourage individuals from all backgrounds to apply.