Software Engineering

Customer Experience Specialist

Opportunity to have a meaningful impact in a fast-paced startup developing new technology;
Concept to Execution responsibility managing experiments for component and system characterisation and validation;
Enable cross-functional knowledge development and transfer;
Be the subject matter expert for AIVO.ai, AIDOL and other products;
Review requirements and designs for AIVO.ai, AIDOL and other products and provide feedback on how customers will perceive new products or changes to existing products;
Alert internal teams to emerging customer facing product related issues;
Represent the voice of the customer with product management and engineering teams;
Help coordinate A / B Testing;
Log bug reports and work with the management, engineering teams to prioritize;
Send daily/weekly reports that include top contact drivers and bug status updates;
Coordinate with Customer Support to develop communication plans to customers, especially around emerging issues;
Assist in creating knowledge and training content;
Assist in training and mentoring customer service advocates;
Serve as customer escalation point for new/emerging and difficult technical issues;
Work closely with product quality team to triage early field failures and newly discovered product issues;

Passion for solving problems;
Excellent communication and people skills;
Thrive in a dynamic, fast-paced, team-based environment;
Demonstrated high level of proficiency with Microsoft Office and Google Suite;
High personal productivity with demonstrated follow-up ability;
Minimum 2 years of experience handling chat, email, social and/or phone customer support preferably for a consumer electronics product;
Experience with Intercom or Zendesk, Jira a plus;
Excellent attention to detail and quality.

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