Senior SaaS Customer Experience Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomer Full time $110,000 - $126,000
Job Description:

We're seeking a dedicated Career Support Professional to join our team.

This is an exciting opportunity to empower financial institutions to stop financial crime and create a safer world.

  • Primary responsibility is to provide direct customer support service to clients in APAC region.
  • Manage customer interactions with all customers in the regional and team that supports them.
  • Support and maintenance of SaaS web applications.
  • Ensure support requests are managed and resolved within agreed service level agreement (SLA).
  • Ownership of critical or major incidents for EMEA Region.
  • Provide regular updates to stakeholders to ensure they are kept fully informed.
  • Retain ownership of customer escalations through to resolution to ensure high level of user satisfaction.
  • Work with engineers and developers to ensure deadlines are met.
  • Create and update Knowledge Base.
  • Close cooperation with other members of technical teams, external suppliers, and technical team on client side.
  • Interact with other teams within the organization.
  • Provide proactive analysis of customer issues to ensure feedback into customer and technical teams to overcome customer pain points.
  • Provide proactive notification and management of customer issues.
  • Manage team of support analysts, their priorities, objectives, and goals.
  • Be primary contact for customer escalations and own these through to resolution and customer satisfaction.
  • Ensure content for AI consumption and ensuring AI accuracy in responses.
Requirements:

Experience working in Technical Customer Support environment with SaaS applications.

Good understanding of SaaS software principles.

Ability to communicate clearly and effectively with customers and internal teams.

Demonstrate customer focus and empathy.

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