Customer Experience Representative EN

2 weeks ago

Belgrade, Central Serbia lemlist Full time
About us

lemlist is the sales engagement platform that gives sales teams the unfair advantage they deserve.

Bootstrapped since day one, we've grown from 0 to $35M ARR in 6 years, without raising a single dollar.

Today, we're a profitable B2B SaaS company valued at $150M, trusted by 40,000+ sales teams worldwide to book more meetings and close more deals.

The role: Customer Experience Representative

We're looking for someone who's curious, empathetic, and solution-driven to join our Customer Experience team. In this role, you'll help users across our product suite succeed — guiding them, resolving their issues, and helping them see the value of our tools from day one.

You'll work closely with Tech support, product, marketing and sales teams, using feedback from real users to make our tools and experiences better every day.

What you'll do

  • Support and guide users of lemlist, lemwarm, and lemcal throughout their entire journey — from onboarding to advanced feature adoption.

  • Act as the primary point of contact for all user inquiries, whether related to features, setup, or technical issues — primarily through live chat, email, and occasional calls,

  • Identify recurring user pain points and proactively escalate them to the Product, Tech, and Marketing teams to help improve the overall user experience,

  • Work proactively to drive user retention, ensuring customers achieve their goals and get long-term value from the platform,

  • Maintain a high level of customer satisfaction with every interaction, always with a focus on retention and user success

Your first year at lemlistMonths 1–3: Learn and ramp-up

  • Follow a structured onboarding plan to get familiar with our product, tools, and processes,

  • Receive support and guidance from your team mentor,

  • Gradually start handling your first user tickets with supervision,

  • Main objective: Gain confidence and master the product and support processes.

Months 3–6: Grow and take ownership

  • Take on more complex and technical user requests,

  • Start leading conversations with users via video or phone when needed,

  • Deepen your understanding of customer needs and edge cases,

  • Main objective: Become fully autonomous in ticket handling and user communication.

Months 6–12: Contribute and have impact

  • Lead a side project based on your strengths and interests (e.g. FAQ improvements, process automation),

  • Proactively track and contribute to your impact: CSAT, activation and churn reduction,

  • Share valuable product feedback based on user insights and suggest improvements,

  • Main objective: Become a key voice in the team — both for users and internally.

Who are you?

  • You love building strong relationships with users and understanding their needs,

  • You can communicate complex ideas simply, both in writing and on calls.

  • You're comfortable managing multiple conversations while maintaining a high standard of support,

  • You're curious, proactive, and eager to learn in a fast-paced environment,

  • You're fluent in both English and another European language, written and spoken.

What's in it for you ?

  • Competitive salary + company bonus (up to 15K€ per year depending on company's performance)

  • 37 days of holidays/year

  • Alan Blue: Comprehensive 100% premium medical coverage for you and your family

  • Swile Meal Tickets: Enjoy daily meal tickets to fuel productivity

  • Navigo Card: Seamless commuting with a 100% covered Navigo card

  • Gear: Get the laptop tools and equipment you need for your job

  • Team building: We all meet once per year at really cool places around the world (you can check our video here ;)

Recruitment Process

  • Interview with Victoire our Talent Acquisition Manager

  • Business Case (async.) + Live Q&A with Ena our Head of Customer Experience

  • Interview with Guillaume, our VP Customer Experience

  • Interview with Charles, our CEO or Oriane Chief of Staff

  • Reference Check

  • Offer

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