Customer Experience Agent - Technical Support

Join cybersmart as a Customer Experience Agent (CXA) where you will leverage your technical skills and customer service passion to redefine the support landscape. This role transcends conventional Level 1 support, as our CXAs are dedicated customer advocates, fostering trust and loyalty at every interaction.As the initial point of contact for our customers, you will expertly guide them through technical challenges, product usage, and certification processes while identifying potential churn indicators and facilitating valuable conversations. You will collaborate with teams across Product, Sales, and Customer Success to deliver an unparalleled customer experience.Key ResponsibilitiesCustomer Support & Technical Assistance Act as the primary contact for customer and partner inquiries through chat, email, phone, and video. Deliver technical assistance for Windows, macOS, and mobile platforms, including software installations, CE+ processes, and troubleshooting. Conduct support and enablement sessions via Google Meet, Teams, or phone to assist users with setup and issues. Escalate intricate or unresolved problems to senior support staff while keeping the customer informed throughout the process. Customer Experience & Engagement Ensure all customer interactions are empathetic, professional, and result-oriented. Guide users through crucial lifecycle moments—onboarding, certification, and renewals—ensuring clarity and ownership. Proactively detect customers at risk (e.g., low engagement, recurring issues) and connect with relevant internal teams. Handle cancellation or downgrade requests thoughtfully, identifying potential retention opportunities and aiding Customer Success Managers in follow-up. Documentation & Knowledge Sharing Create and update clear, user-friendly help guides, how-tos, and FAQs to minimize support friction. Contribute to internal knowledge bases and playbooks to ensure high-quality support consistency across the team. Maintain accurate case records in the CRM, including tags, classifications, and customer context. Insights & Continuous Improvement Gather and relay customer feedback, usage trends, and product friction points to CX and Product teams. Participate in team retrospectives, quality assurance sessions, and process enhancement initiatives. Support Voice of the Customer efforts, CSAT/NPS feedback loops, and churn pattern analysis. Exhibit natural curiosity, persistently seeking to understand the underlying reasons and striving for innovative solutions. Cross-Functional Collaboration Partner with Customer Success and Account Managers to align on priority accounts and provide a cohesive experience. Assist in managing Cyber Essentials Plus audits and compliance processes.

We are seeking a dedicated and experienced Senior Customer Support Agent to join our dynamic team at ben. In this role, you will play a pivotal part in enhancing customer satisfaction by providing exceptional support and resolving inquiries efficiently. You will be the face of our company, guiding customers through their challenges and ensuring they have a seamless experience.Your responsibilities will include managing customer queries, providing product knowledge, and finding solutions to complex issues. You will also collaborate with other departments to improve our services and facilitate a positive customer journey.

Harry’s is a men’s grooming brand offering shaving, body, hair, and skincare products. Since 2013, the company has grown into the world’s second-largest shaving brand, delivering grooming essentials directly to consumers and working to improve men’s access to mental health resources. Harry’s is part of Mammoth Brands, which focuses on building brands that address real needs and support communities. Role overview This full-time Customer Experience Associate position is based in London, UK. The role follows a hybrid schedule, with three days each week in the Soho office. Candidates must live in the United Kingdom and be fluent in both German and English. The workweek includes either Saturday or Sunday as a regular day on the schedule. Customer Experience Team The team serves as the voice of Harry’s, handling direct interactions with customers and ensuring every contact reflects the brand’s values. Team members share feedback from customers to help shape future products and services. What you will do Provide responsive, thoughtful support to customers across various channels Serve as a subject matter expert on Harry’s products and company policies Resolve issues and answer questions, building genuine connections with customers Work closely with a collaborative, compassionate team Support customers in the US, Canada, UK, EU, and other regions

Join our dynamic team as a Customer Service Agent, where you will play a crucial role in providing exceptional support to our valued customers. Your primary responsibilities will include addressing customer inquiries through multiple channels, including in-app support, phone calls, emails, and social media. You will effectively triage and resolve a variety of issues, such as onboarding, payment and cashback inquiries, and more, ensuring a high level of customer satisfaction and operational excellence.This position is mainly remote, with a requirement to visit the office at least bi-weekly.Key ResponsibilitiesHandle and respond to customer queries via email, inbound tickets, phone calls, and social media.Provide immediate assistance through live chat and inbound tickets to efficiently resolve customer issues.Assist users with onboarding, payment-related issues, disputes, and other inquiries promptly.Collaborate closely with internal teams, including Compliance, Engineering, and Product, to enhance processes and customer service tools.Contribute to the refinement of support processes by identifying issues and recognizing trends.Help document processes to develop operational guidelines as we continue to grow.Work under the operations lead's guidance to plan and coordinate activities ensuring KPIs are met.Monitor daily operations, track performance, and suggest procedural improvements to enhance efficiency and uphold quality standards.

Mammoth Brands, headquartered in London and formerly known as Harry's Inc., develops and supports well-known consumer brands such as Harry’s, Flamingo, Lume, Mando, and Coterie. Since 2013, the company has emphasized direct relationships with customers and strives to create products that address genuine needs. Mammoth Brands also maintains a strong commitment to community impact, having donated over $20 million to nonprofit partners. Role overview This full-time Customer Experience Associate position is based in London, UK. The role requires working from the Soho office at least three days a week and includes weekend shifts. Candidates must live in the United Kingdom and be fluent in both German and English. Customer Experience Team The team focuses on connecting customers with Mammoth Brands’ products, making each interaction as smooth and positive as possible. Team members listen to feedback and collaborate to improve every customer’s experience. What you will do Deliver outstanding service to customers across multiple communication channels Apply problem-solving skills and empathy to build strong connections with customers Work closely with colleagues to represent Mammoth Brands’ values in every interaction Requirements Fluency in both German and English Residence in the United Kingdom Ability to work from the Soho, London office at least three days per week Willingness to work weekends

Join Synthesia, the premier AI video platform trusted by over 90% of Fortune 100 companies. Established in 2017 and headquartered in London, we have expanded our presence across Europe and the US, driving innovation in visual communication and enterprise skill enhancement.As the AI landscape evolves, so do we. Our cutting-edge products empower organizations to improve communication and develop skills, placing people at the heart of successful enterprises.Following a remarkable Series E funding round that secured $200 million, our valuation has soared to $4 billion. With over $530 million in total funding from esteemed investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, we are backed by industry leaders from Stripe, Datadog, Miro, and Webflow.About the RoleAs a Technical Support Associate at Synthesia, you will play a pivotal role in delivering exceptional first-line technical support to our enterprise clientele. You will engage in technical investigations, efficiently resolve customer inquiries, and progressively tackle more complex scenarios while honing your technical and analytical skills.Collaborating closely with seasoned Technical Support Specialists and Engineers, you will gain invaluable exposure to a variety of technical systems, enhancing both customer satisfaction and internal support processes. This position offers a fantastic opportunity to kickstart or elevate your career in technical support within a dynamic SaaS environment.

Join our dynamic team at PitchBook Data as a Customer Support Specialist, where you will play a pivotal role in enhancing customer satisfaction and ensuring a seamless experience for our users. You will be the first point of contact for our clients, addressing inquiries, resolving issues, and providing comprehensive support regarding our financial data services.

Runna is building a dedicated platform for runners, offering training, coaching, and community through a specialized app. With a recent $6.5M funding round and recognition as a global finalist for Apple's iPhone App of the Year in 2024, Runna has joined Strava as of 2025. The company is focused on becoming the top training platform for runners worldwide. This is a chance to join the Customer Experience team in London, where the focus is on delivering thoughtful support to the running community. The team works closely with colleagues around the world to ensure every customer receives consistent and attentive care. What you will do Customer Support on Intercom: Respond to customer questions through the in-app platform. Help users get the most from the Runna App, supporting their training and running goals. Technical & Coaching Escalations: Assist with technical and coaching queries, such as troubleshooting run syncs with Strava or explaining training concepts. Training will be provided to handle these requests confidently. Help Centre Content: Write FAQ and help articles, drawing on personal running knowledge to improve the resources available to the community. Team environment Work alongside a mission-driven group committed to raising the standard of support in health and fitness. The team values collaboration and aims to make a meaningful impact for runners everywhere.

About UsAt Sierra, we are revolutionizing the way businesses engage with customers through cutting-edge AI technology. With our headquarters in San Francisco and expanding offices in major cities including Atlanta, New York, London, France, Singapore, and Japan, we are committed to enhancing customer experiences globally.Our company culture is built upon five core values: Trust, Customer Obsession, Craftsmanship, Intensity, and Family. These principles guide our daily operations and decision-making processes, ensuring we deliver exceptional results.Founded by industry leaders Bret Taylor and Clay Bavor, our team is at the forefront of innovation. Bret serves as the Board Chair of OpenAI and has an impressive background as co-CEO of Salesforce and CTO of Facebook. Clay brings 18 years of experience from Google, leading numerous groundbreaking projects.Your RoleAs a pivotal member of our Agent Development team, you will collaborate closely with Agent Product Managers and Engineers to design and deploy AI agents that manage thousands of customer interactions daily. Your expertise in product strategy, conversational design, and customer insights will be crucial in delivering high-quality AI solutions.Serve as a trusted advisor to clients, guiding their AI implementation strategies.Design, build, and enhance conversational AI agents, gaining valuable insights into product evolution.Lead the execution and delivery of complex and high-profile agent development initiatives.Facilitate collaboration among technical and non-technical stakeholders throughout the entire agent development lifecycle.Promote effective communication among all stakeholders while fostering strong professional relationships.Provide data-driven strategic insights to both clients and internal teams to inform decision-making.Your QualificationsExceptional Communication Skills: Proficient in both verbal and written communication, with the ability to convey complex ideas clearly and persuasively.Analytical Mindset: Strong analytical skills with the ability to interpret data and translate it into actionable insights.Project Management Experience: Proven ability to manage multiple high-stakes projects simultaneously, ensuring timely delivery and stakeholder satisfaction.Background in AI or Technology: Familiarity with AI technologies and conversational design principles is highly desirable.

In today's fast-paced business environment, purchasing software, services, and tools has become increasingly complex, even for the most innovative companies. Enterprises globally are spending over $120 trillion annually—more than 30 times the annual consumer e-commerce expenditure—and are increasingly depending on vendors to power their operations.Founded in 2020, Zip is redefining procurement with a platform designed for simplicity and efficiency. In just four years, we've established a new category in a market valued at over $50 billion, serving industry leaders such as OpenAI, Snowflake, Anthropic, Coinbase, and Prudential to manage substantial spending efficiently.Our exceptional team hails from renowned companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a valuation of $2.2 billion and $370 million in funding from prestigious investors including Y Combinator, Tiger Global, BOND, DST Global, and CRV, we're focused on pioneering technology, expanding into new markets, and, most importantly, delivering unparalleled value to our customers. We invite you to be a part of our journey!As the Manager, Technical Support within our Customer team, you will play a pivotal leadership role in ensuring our customers receive prompt, precise, and technically superior support. You will lead a segment of our Technical Support organization while collaborating with our Philippines-based team to ensure global coverage, operational excellence, and service quality.You will act as a strategic liaison among Support, Product, and Engineering teams, ensuring that escalations are addressed promptly, systematic issues are detected early, and customers have a consistently exceptional experience, irrespective of their location.In this position, you will acquire in-depth knowledge across Zip’s expanding ecosystem, including Procurement, Intake, Approvals, Suppliers, ERP and SSO integrations, and our comprehensive workflow engine, while supporting high-profile clients like Coinbase, Snowflake, Notion, Canva, Samsara, and Databricks.Your contributions will be instrumental in scaling Zip’s growth: every process enhancement you implement will fortify the technical backbone of our global Customer organization.Your ResponsibilitiesTeam Leadership & Global CoverageLead and mentor the US Technical Support team by establishing clear performance expectations, coaching frameworks, and career development pathways.Collaborate with regional leadership to oversee the Philippines team, ensuring seamless operations and service delivery.

Airtable is the leading no-code application platform that empowers users to expedite their most crucial business operations. With over 500,000 organizations, including 80% of the Fortune 100, relying on Airtable, we are transforming the way work is accomplished.The Enterprise Technical Support Team at Airtable is instrumental in assisting our customers in realizing the full potential of our platform. We collaborate with a diverse range of clients to address intricate business challenges and support them in achieving their objectives while effectively utilizing Airtable's features and functionalities.As an Enterprise Technical Support Specialist, you will serve as a trusted technical authority for our enterprise clients. You will address inquiries, troubleshoot complex problems, and work alongside cross-functional teams to provide outstanding support. Your contributions will be vital in helping our customers attain their business goals while navigating Airtable's functionalities seamlessly.

Join our dynamic team at dev2 as a Technical Support Engineer specializing in stairlifts. In this role, you will provide top-tier technical assistance to customers, ensuring their stairlift systems operate smoothly and efficiently. You will troubleshoot issues, offer solutions, and guide clients through maintenance procedures.This position requires a proactive approach to problem-solving, great communication skills, and a passion for helping others. If you possess a technical background and enjoy working in a customer-focused environment, we want to hear from you!

Join SquareTrade as a Customer Experience Manager and lead initiatives that enhance our customer service strategies. In this pivotal role, you will be responsible for developing and implementing processes that improve customer satisfaction and drive operational excellence. Your leadership will guide our team towards delivering exceptional customer experiences, ensuring our clients feel valued and supported.

INEOS Automotive has built a reputation for direct, practical innovation in the automotive industry. From the initial vision of a no-nonsense 4x4, the company now delivers vehicles like the Grenadier to customers worldwide and is developing the Quartermaster double cab pickup. Partnerships with established industry leaders and a dedicated global team have fueled this progress. The company values determination and a willingness to challenge norms. With a diverse team of around 1,500 people representing 44 nationalities across 10 locations, collaboration and a drive to achieve ambitious goals are central to the culture. Role overview The Marketing Manager for Digital Experience and Customer Experience will shape and execute the global strategy for INEOS Automotive’s digital presence. This role centers on optimizing the website and CRM systems to meet customer expectations, support the consideration process, and drive conversions such as test drive bookings, quote requests, finance inquiries, and dealer contacts. What you will do Develop and refine digital experience strategies that support business growth. Implement and manage global customer experience initiatives. Increase website conversion rates and improve key performance indicators. Track and analyze website health metrics, including SEO, bounce rates, and user engagement. Work closely with agency partners to ensure effective project delivery. Oversee email marketing performance and manage automated messaging within resource limits. Lead digital marketing campaigns and drive lead generation activities. Requirements Experience managing digital website operations, optimization, and development for multiple markets and languages. Strong background in CRM systems, including building automated programs for prospect nurturing and customer retention. Self-driven and proactive, able to move initiatives forward independently. Knowledge of optimizing global, multi-market websites and developing effective content. Proven project management abilities and skill in prioritizing tasks. Comfortable adapting to changing business needs and environments. Excellent communication skills, able to connect technical and non-technical teams. This position is based in London, England, United Kingdom.

Join zip as a Senior Technical Support Engineer and play a pivotal role in ensuring our customers receive unparalleled technical assistance. You will be responsible for troubleshooting complex issues, guiding customers through technical challenges, and providing exceptional support. This position requires a proactive and problem-solving mindset, as well as the ability to work collaboratively in a fast-paced environment.

Role Overview Treatwell is looking for a Dutch-speaking Customer Experience Specialist to join the London team. This role serves as the first point of contact for both customers and salon partners, handling phone calls, emails, and chats. The position covers a range of topics, from software support to resolving service questions. Customer Experience Specialists report to the Team Lead and work in an international environment, with shifts available up to 40 hours per week, Monday through Friday. What You Will Do Provide thoughtful and efficient support to customers and salon partners across all channels. Use Salesforce and Slack to track information and communicate with team members. Resolve issues and help facilitate positive conversations between customers and salons. Handle a variety of inquiries with confidence and professionalism. Advise salon partners and support their business growth, developing your commercial skills along the way. What We Look For Fluent communication skills in Dutch and English, both spoken and written. Additional language skills (French or German) are an advantage. Strong attention to detail and the ability to work efficiently. Organized and able to plan your day to meet targets. Available to work Monday through Friday. Positive attitude and a proactive approach to responsibilities. About Treatwell Treatwell is a team of 800 people across Europe, offering advanced salon software connected to Europe’s largest booking platform. With partnerships spanning over 50,000 salons in 13 countries and more than 8 million bookings processed each month, Treatwell continues to drive digital change in the hair and beauty industry. Benefits Work for a mission-driven company focused on transforming the beauty industry across Europe. 28 vacation days, plus public holidays. Monthly £40 Treatwell voucher. Attractive pension scheme and comprehensive parental leave policy. Support for career development.

Role overview Quince is seeking a Customer Experience Specialist to join the team in the United Kingdom. This position centers on supporting customers, addressing their needs, and ensuring a smooth experience with Quince’s products and services. Specialists engage directly with customers, answer questions, and help them find solutions. What you will do Communicate with customers to resolve inquiries and provide accurate information Listen carefully to concerns and offer solutions that leave customers satisfied Strive to make every customer interaction positive and memorable Contribute to Quince’s commitment to outstanding service Requirements Strong communication and listening skills Empathy and patience when working with customers Interest in customer service Motivation to help improve the customer experience at Quince

About UsAt Sierra, we are on a mission to revolutionize how businesses engage with their customers through cutting-edge AI technology. With our headquarters in San Francisco and expanding offices across major cities including London, New York, Atlanta, France, Singapore, and Japan, we are committed to fostering a collaborative and innovative work environment.Our core values—Trust, Customer Obsession, Craftsmanship, Intensity, and Family—guide our actions and shape our culture. We believe that by upholding these principles, we can deliver exceptional experiences to our clients and their customers.Our co-founders, Bret Taylor and Clay Bavor, bring a wealth of experience from leading tech giants. With backgrounds at Google, Salesforce, and Facebook, they are dedicated to steering Sierra towards a future filled with innovation.Your RoleAs a Strategist in our Agent Development team, you will collaborate closely with Agent Product Managers and Engineers to conceptualize, develop, and deploy AI-driven agents capable of managing thousands of customer interactions daily. Your expertise in product strategy, conversational design, and customer insights will be vital in crafting high-quality AI agents.Serve as a trusted consultant to our clients, guiding them in their AI strategy implementation.Design, build, and refine conversational AI agents, gaining hands-on experience in product development and enhancement.Lead the execution and timely delivery of multiple complex agent development initiatives.Coordinate communication between technical and non-technical stakeholders throughout the entire agent development lifecycle.Foster strong relationships while ensuring clear and transparent communication among all stakeholders.Provide strategic insights backed by data to inform decisions for both clients and internal teams.Your QualificationsExceptional Communication Skills: Proficient in articulating ideas clearly and persuasively in both verbal and written formats.Analytical Mindset: Strong ability to analyze data and derive actionable insights.Experience in AI or Technology: Familiarity with AI technologies and their applications in customer service.Project Management Skills: Proven track record in managing and delivering projects successfully.Team Collaboration: Excellent skills in working collaboratively within cross-functional teams.

About UsAt Sierra, we are pioneering a transformative platform designed to empower businesses in creating more engaging and human-centric customer experiences through AI technology. Headquartered in San Francisco, our team is expanding with vibrant offices in key locations including Atlanta, New York, London, France, Singapore, and Japan.We operate based on a core set of values that shape our culture: Trust, Customer Obsession, Craftsmanship, Intensity, and Family. These principles not only guide our actions but also underpin our commitment to excellence in all endeavors.Our co-founders, Bret Taylor and Clay Bavor, are visionaries in the tech space. Bret, currently the Board Chair of OpenAI, has a rich history including co-CEO of Salesforce and CTO of Facebook. Clay brings 18 years of experience at Google, leading initiatives such as Google Labs and Project Starline.Your RoleAs a vital member of the Agent Strategist team at Sierra, you will collaborate closely with our Agent Product Managers and Engineers to design, develop, and deploy AI agents capable of managing thousands of customer interactions daily.Your contributions will be instrumental in the agent development process, integrating product strategy, conversational design, and customer insights to create exceptional AI agents.Serve as a trusted advisor to our clients, guiding their AI strategy initiatives.Design, create, and refine conversational AI agents, gaining hands-on experience in product development and enhancements.Lead the execution of multiple complex, high-impact agent development projects.Facilitate coordination among both technical and non-technical stakeholders throughout the entire agent development lifecycle.Foster strong relationships and ensure effective communication across all parties involved.Provide data-driven insights that inform strategic decisions for both clients and internal teams.What You BringExceptional Communication Skills: Proficient in articulating complex ideas clearly and concisely, both verbally and in writing.

About UsAt Sierra, we are revolutionizing the way businesses enhance customer interactions through our cutting-edge AI platform. Headquartered in San Francisco, we are expanding our footprint globally with offices in Atlanta, New York, London, France, Singapore, and Japan.Our core values—Trust, Customer Obsession, Craftsmanship, Intensity, and Family—are deeply embedded in our culture and guide every aspect of our work, fostering a collaborative and innovative environment.Founded by industry leaders Bret Taylor and Clay Bavor, our team brings a wealth of experience from top tech companies, including Google and Facebook, ensuring we are at the forefront of AI technology.Your RoleDevelop Enterprise-Level AI Solutions: As a Product Manager, you will collaborate closely with engineers and clients to design and implement AI agents capable of managing thousands of customer interactions daily.Customer Engagement: You will interface with various stakeholders within client organizations to:Identify and evaluate their needs.Deliver compelling demonstrations of Sierra’s solutions.Address and resolve technical challenges by collaborating with technical teams.Enhance Sierra's virtual agents to align with client needs and workflows.Act as trusted advisors to influence strategic technical decisions.Influence Product Development: Partner with engineering and product teams to define and roll out new features that are pivotal to customer success.QualificationsA minimum of 5-7 years of experience in product management, particularly with complex technical products.Strong analytical skills and the ability to translate customer needs into actionable product features.Excellent communication and interpersonal skills to foster collaboration across teams.Proven ability to manage multiple projects and priorities in a fast-paced environment.