Customer Experience Specialist I
Entrupy
Salary undisclosed
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Description
As we continue to build...
We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the Team/Role
Entrupy Inc. is seeking a full-time remote Customer Experience Agent. The Customer Experience Agent position is a salaried position. You will be trained on how to assist customers via phone, email, our in-app chat, and our CRM platform. This position also includes conducting in-person customer trainings through Google Meet, where you walk the customer through how to use the device and go over FAQs. You will be responsible for meeting and exceeding SLA’s through quality and efficient processing.
Reports to: Customer Experience Lead
Location: United Kingdom
Location Type: Remote
What you'll do:
- Monitor all customer-facing platforms (chat, email, phone, website contact form, etc) to resolve customer issues and conduct customer outreach as needed.
- Maintain high operational standards by consistently achieving target performance metrics across First Response Time, QA quality scores, CSAT, and Full Resolution Time.
- Work closely with the authentication operations teams to provide support for timely and accurate result delivery.
- Collaborate with internal stakeholders, such as Sales, Billing, Product, and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner.
- Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations
- Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience.
- Monitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value
- Create and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves
- Represent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience.
What you bring
- Proficient in both Italian and French.
- At least 3 years of experience in customer support.
- Time management skills in prioritizing daily tasks
- Detail-oriented with strong organizational skills
- Strong oral and written communication skills with empathy and problem-solving mindset
- Ability to work in a fast-paced environment
- Tech-savvy and solutions-oriented
- Effectively communicate technical concepts to audiences of varying technical ability
- Experience in B2B SaaS Customer Support is a plus
- Desired Language Support:
- English, Italian and French
What we offer
- Market-competitive compensation structure
- Generous time away, including company holidays and more!
- Opportunity to be part of the diverse and growing team across Japan,UK, US, India, Austria, HongKong, China, SEA, Poland and Brazil.
We have had an incredible run so far and are laying the foundation for a culture that is fast-paced, entrepreneurial, and rooted in passion, kindness, and positivity. We live by these values – we hire by them, promote them, and celebrate them every day.
Please apply if you want to be a part of a collaborative and dynamic team with a passion for working with high-end luxury brands and cutting-edge technology, and want to be at the forefront of AI innovation.
Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
Benefits
- Market-competitive compensation structure
- Generous time away, including company holidays and more!
- Opportunity to be part of the diverse and growing team across Japan,UK, US, India, Austria, HongKong, China, SEA, Poland and Brazil.
About this role
Entrupy's Customer Experience Specialist I role sits at the intersection of customer support and product adoption for a fast-growing authentication technology company. You'll handle inquiries across multiple channels—chat, email, phone, and in-app messaging—while also conducting live training sessions via Google Meet to onboard customers onto Entrupy's AI-powered authentication platform. The position requires fluency in Italian and French alongside English, at least three years of customer support experience, and comfort translating technical concepts for non-technical users. Success means hitting performance targets around response time, resolution speed, and customer satisfaction while working closely with operations, sales, and product teams to resolve issues and gather customer feedback.
The role suits someone organized and detail-oriented who thrives in a fast-paced environment and enjoys both reactive problem-solving and proactive customer enablement. B2B SaaS experience is valued but not required. You'll be remote based in the United Kingdom, reporting to the Customer Experience Lead, and part of a distributed team spanning multiple continents. Entrupy offers market-competitive pay, generous time off, and the chance to work with luxury brands on cutting-edge AI technology.
How this employer is doing
average
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Customer Experience Specialist I postings in your area, and analyze any offer before you accept it.
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