Customer Experience Specialist

About Smartcat

Smartcat is on a mission to become the wall-to-wall Language AI platform, addressing diverse multilingual content needs within global enterprises. Positioned within the $100+ billion industry, it aims to solve issues of fragmentation, high costs, and slow turnaround times by combining AI translation with human editing, continuously improving results through feedback loops.

Trusted by over 1,000 global companies, including 20% of the Fortune 1,000, Smartcat is experiencing rapid growth at 130% YoY, supported by notable VCs. Founded in 2016, it provides a comprehensive language AI platform that transforms content in any format into any language, facilitating global operations and content creation from a multilingual enterprise library.

Our vision is a world with equal access to innovations and ideas. Despite economic challenges, Smartcat continues to grow robustly, backed by investments from Matrix Partners, FJ Labs, and other leading VC firms.

Mission

The mission of a Customer Experience Specialist at Smartcat is to assist customers with empathy, passion, and clear communication. You will collaborate closely with the product team, reporting feedback and escalating issues, to maintain high customer satisfaction.

Outcomes

• Maintain CSAT above 96%
• Meet SLA goals (>95%)
• Handle approximately 50 tickets per week with enthusiasm
• Learn new technologies independently (training provided)
• Resolve issues within 2 business days

Your Responsibilities

• Resolve requests using Zendesk, YouTrack, and other ticketing systems
• Engage with customers during shifts
• Participate in on-call rotations for critical issues, with allowances
• Troubleshoot complex issues
• Create and maintain documentation for help centers and internal use
• Escalate requests to relevant teams
• Collaborate with engineers, analysts, product managers, and sales teams

Requirements

• Customer obsession, empathy, ownership, openness
• Excellent English communication skills
• Basic knowledge of Python, APIs, HTTP, XML, JSON, XPath, Regex
• Availability for shifts: 11 pm-8 am, 7 am-4 pm, or 2 pm-11 pm UTC
• Localization and translation experience is a plus
• Strong troubleshooting skills
• Ability to work in a fast-paced startup environment with ownership and persistence
• Openness to feedback and collaboration

Why Join Smartcat

• Fully remote, global team of 200+ across 30+ countries
• Innovating a $100B industry with AI-powered SaaS solutions
• Impactful role driving industry change and inclusion
• Opportunity to be part of a high-growth journey towards exceeding $100M ARR and $1B valuation
• Culture emphasizing diversity, respect, high performance, and inclusivity