Customer Experience Specialist

Job Description

We are looking for our next home-based Customer Experience Specialist (CX) !

We're evaluagent, a UK-based tech scale-up with a global footprint, serving esteemed brands like Samsung, Ubisoft, First Central, and Vitality Health. Following a $20m Series A funding round in 2023, we're poised for exponential growth, having launching our refreshed AI-fuelled SaaS platform this year.

Overview:

As a Customer Experience (CX) Specialist you'll oversee the complete customer onboarding journey, ensuring that clients realise the full value of the evaluagent platform.

In addition to managing onboarding and training, you'll leverage advanced speech and text analytics capabilities to deliver actionable insights, enhance client QA frameworks, and drive business value.

You'll also be involved in developing and implementing analytics roadmaps, supporting customers in optimising platform utilisation and continuously improving their performance.

Salary - In the region of £40 to £45k, based on your experience

Location - Home based in the UK

Type - Full-time, 40 hours, Permanent

Reports to - Head of Customer Experience

Key Responsibilities:

Client Onboarding and Training: Lead and manage the onboarding process for various customer packages, provide tailored training to empower customer teams, and conduct ongoing education on platform features.

Speech and Text Analytics: Collaborate with customers to capture analytics requirements, develop and refine analytics queries, create phased roadmaps for continuous improvement, and support customer technical teams with data integration.

Post-Onboarding Support and Hypercare: Deliver proactive support during early adoption, address technical challenges, and ensure a seamless customer experience.

Customer Engagement and Platform Optimisation: Monitor usage metrics, develop personalised platform strategies, conduct health checks, and create data-driven reports to support client success and engagement.

Enhancement of QA Frameworks: Use analytics to improve client QA scorecards and frameworks, identifying insights to enhance agent performance and customer experience.

Risk and Growth Management: Identify and address customer disengagement risks, collaborate on retention strategies, and support upsell opportunities.

Out-of-the-Box Solutions Development: Develop reusable AI topics and logic, innovate product solutions, and collaborate cross-functionally to ensure continued client value.

Client Query and Support Management: Manage the CX inbox, address customer inquiries, provide prompt support, and escalate technical issues as needed.

Cross-Departmental Coordination: Work with Account Managers on customer requests, health checks, and strategies, and relay customer feedback to improve products and processes.

Data and Security Management: Support customers with data security and compliance, conduct regular analytics reviews, and implement action plans based on customer feedback.

About You:

Outstanding Communication Skills: Exceptional written and verbal communication, enabling effective client engagement and seamless team collaboration.

Highly Organised and Detail-Oriented: Proven ability to manage multiple customer projects concurrently, staying on top of deadlines and project details to ensure successful outcomes.

Analytical Mindset: Skilled in leveraging data to solve challenges and enhance customer success, with an eye for detail and a results-driven approach.

Technical Translation Ability: Able to communicate complex technical information in a way that demonstrates clear business value to customers.

Self-Motivated and Proactive: A passion for driving client success and optimising platform adoption, with an enthusiastic and independent work style.

Collaborative and Goal-Oriented: A team player with a strong commitment to shared success and continuous improvement of customer experience.

Continuous Learning Enthusiast: Eager to stay current with emerging technologies, maintaining a commitment to personal and professional growth.

Perks of the job:

Home based, flexible working in the UK - Everyone works from home at evaluagent, and we support flexible working hours to accommodate a healthy work-life balance. If you fancy a change of scenery, use your co-working allowance (£60p/m) to work from a co-working space a couple of days a month.

Private Health Insurance with Vitality - Support for when you need it the most, including mental health support and therapy. Earn rewards towards free Nero coffee, smart watches and reduced gym memberships.

25 days holiday plus bank holidays - Plus your Birthday off, and the option to buy an 3 extra days.

Working Abroad - Work from anywhere for up to 6 weeks at a time, over 120 days (incl. holiday days).

Learning and Development - Supported Personal Development plan with an allocated budget, plus dedicated L&D days.

Volunteer Day - Spend the day making a difference in your community.

Enhanced Family Leave - For Maternity, Paternity, and Adoption.

Plus all the rest: Income Protection, Group Life Insurance, a home working allowance towards broadband and electricity (£26), Royal London salary sacrifice pension (evaluagent will contribute 5%), two company meet-ups per year, and extra team meet-ups in the UK.

About evaluagent

We’re on a mission to power a people-first era for contact centres – one where Employee Experience (EX) is prioritised alongside Customer Experience (CX). We plan to take our existing QA and Improvement platform to the next level and become a market-leading Workforce Engagement Platform for fast growth sales and service teams around the globe.

ED&I at evaluagent

We are committed to employing the best people with the right experience and qualifications for the role. We provide equal opportunities for all our candidates and employees and do not discriminate on any factors such as gender, race, ethnicity, age, sexual orientation, religion, belief, or disability. When applying, please let us know of any accessibility requirements you may have for your interviews and we will do our best to accommodate.

Application Closing Date

This role operates on a rolling interview process, meaning we will be conducting interviews until we extend an offer. As a result, candidates may progress through the interview stages at varying paces.

Ready to thrive in this exciting and flexible work culture? Join us at evaluagent and Make Every Day Remarkable by applying NOW! 🚀