Senior Customer Experience Specialist

You will play a crucial role as a Senior Specialist in enhancing customer satisfaction and success across North American and English-speaking regions. With 3+ years of experience in SaaS or HRIS, your primary responsibilities will include managing relationships, driving product adoption, and resolving complex customer issues. Your collaboration with cross-functional teams will be key in continuously improving the overall customer experience. - Own the end-to-end resolution of customer issues to ensure an exceptional support experience. - Engage with customers via email, chat, and video conferencing to efficiently troubleshoot and resolve problems. - Leverage your deep product knowledge to provide guidance and support for customer success. - Monitor customer satisfaction levels, drive retention, and identify upselling opportunities. - Work closely with Product and Engineering teams to enhance the customer experience through feedback and improvement initiatives. Qualifications Required: - Minimum 3 years of experience in customer experience or support, preferably in SaaS or HRIS. - Strong communication and problem-solving skills. - Proficiency in SaaS/HRIS platforms and customer support tools like Zendesk, Salesforce, etc. - Demonstrated customer-focused, self-driven, and results-oriented mindset. - Ability to work PST shift within the hours of 9 PM - 6 AM IST. Multiplier is a pioneering company in the global hiring revolution, dedicated to simplifying global hiring processes and creating a level playing field for businesses and individuals worldwide. With strong backing from industry leaders like Sequoia, DST, and Tiger Global, Multiplier is rapidly expanding and looking for passionate individuals to join their team in shaping a borderless future together. Perks: - Flexible vacation policy. - Flexible work hours. - Provision of equipment to support you in your role. - Health Insurance coverage.,