Customer Experience Specialist

About SmartcatSmartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world's leading enterprises.We're on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren't generic copilots. They're fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one.Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale.Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language. As a Series C company with 130% year-over-year growth, we're scaling fast and investing in people who want to shape the future of work with us.Join us in unlocking global potential, one human and agent team at a time.Smartcat was founded in 2016 to help global enterprises create and manage their multilingual content. Today, Smartcat is the essential language AI platform for the global enterprise. Our client-tailored language AI turns content in any format into any language, from documents to videos to complex websites and software, making global operations simple for any corporate team. It also allows any user to create new content by tapping into a multilingual enterprise library. More than 1,000 global companies including 25% of the Fortune 500 trust Smartcat to communicate their innovations and ideas all over the world.Smartcat's vision is to realise a world where there is equal access to innovations and ideas. Smartcat is backed by Matrix Partners, FJ Labs, and other leading VC firms focusing on SaaS, marketplaces and AI. You might recognize names like HubSpot, Zendesk, Uber, Stripe, RigUp, and Quora in their portfolios. Despite the economic recession, Smartcat is growing at 150% YoY. It's well-funded and capital efficient, providing a unique combination of a hyper-growth environment with downside protection and the ability to think and plan long-term.MissionThe mission of a Customer Experience Specialist at Smartcat is to address our customer's needs by offering assistance with empathy, passion, and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to our amazing users, you're expected to maintain a great customer satisfaction rate in this role.Outcomes:Keep the CSAT above 96%Ensure SLA goals are met (target > 95%)Passionate and ready to pick and resolve tickets from the queue (Average 50 tickets per week)Should learn new technologies or new offerings of the product independently (training and help will be provided)Should strive for the resolution of issues within 2 business days across all customersYour responsibilities will be:Resolve customer requests in modern ticketing systems such as Zendesk and YouTrackEngage with customers via tickets during respective shiftsEffectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours. We offer on-call allowances as per the shifts.Brainstorm and troubleshoot complex issuesDevelop and maintain documentation for the user's help center and internal usageEscalate customer requests to other teams (product, infrastructure, DevOps, etc.)Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience.Requirements:Must have or practice consistently the values of customer obsession, empathy, ownership, and opennessExcellent written and spoken English communication skillsKnowledge of and experience with a blend of Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressionsMust be willing and able to work Middle Shift, 10am-7pm CSTMust have experience working with Zendesk and SlackMust have experience working in a SaaS environment in a support roleExperience with localization and translation is a plusPossess exceptional troubleshooting and problem-solving skillsReadiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthroughOpenness to constructive feedback and the opinions and ideas of others Why joining Smartcat might be your best move so farFully remote teamWe are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more Smartcaters than others, such as Boston, Belgrade, Lisbon, Tbilisi and Yerevan.Be part of an AI Native OrganizationWe are highly innovative, using AI across all areas of the organization to accelerate decision-making and free people to focus on strategy and high-impact work. We embrace new ideas and encourage all Smartcaters, regardless of level or department, to manage their own AI Agents. At Smartcat you'll shape how AI transforms the workplace and play an integral role in ensuring Smartcat remains a leader in AI innovation.Innovating a $100 Billion industrySmartcat is reshaping the $100B multilingual content industry with an AI-powered platform that makes it easy for companies to create, translate, and localize global content at scale. Our platform enables enterprise teams to move away from slow,  traditional outsourcing methods, and achieve fast, high-quality results, at a fraction of the cost.Join the rocketship to scale-up 10x and beyond together We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn't for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here. Smartcat Culture: Where Diversity Meets High PerformanceAt Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and engagement. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to inclusion is steadfast, and we stand firmly against discrimination and harassment.