Customer Experience Specialist (APAC/EMEA/NAMER)

Multiplier
Pune
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Communication","Problem-solving","Customer-focused","Self-driven","Results-oriented"]

Own the customer experience across North American and English-speaking regions by monitoring customer satisfaction, sentiment, and health scores to drive retention. Triage and resolve customer issues end-to-end through email, chat, and video while acting as a product expert to guide adoption. Partner with Product and Engineering to share feedback and drive continuous improvements, using tools like Zendesk and Salesforce within a 24/5 rotational shift schedule.

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FursaFursa
Multiplier
Multiplier
1 month ago

Customer Experience Specialist (APAC/EMEA/NAMER)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own the customer experience across North American and English-speaking regions by monitoring customer satisfaction, sentiment, and health scores to drive retention. Triage and resolve customer issues end-to-end through email, chat, and video while acting as a product expert to guide adoption. Partner with Product and Engineering to share feedback and drive continuous improvements, using tools like Zendesk and Salesforce within a 24/5 rotational shift schedule.
Location: Pune
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Monitor customer satisfaction, retention drivers, sentiment, and customer health scores.
  • •Engage with customers via email, chat, and video to troubleshoot and resolve problems efficiently.
  • •Serve as a product expert, providing guidance to help customers succeed and adopt products.
  • •Own end-to-end resolution of customer issues while maintaining an outstanding support experience.
  • •Collaborate with Product and Engineering teams to improve customer experience through feedback and continuous improvement.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsurancePaid LeaveEquipmentFlexible WorkHoliday Policy

Key Requirements

  • •3+ years in customer experience or support, ideally in SaaS or HRIS.
  • •Strong communication and problem-solving skills for troubleshooting customer issues.
  • •Familiarity with SaaS/HRIS platforms and customer support tools such as Zendesk and Salesforce.
  • •Customer-focused, self-driven, and results-oriented approach.
  • •Ability and willingness to work a 24/5 rotational shift schedule.
Experience:3+ yearsSaaSHRIS
Skills:CommunicationProblem-solvingCustomer-focusedSelf-drivenResults-oriented
Tech Stack:ZendeskSalesforce

Company Brief

Multiplier
Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 5M to 10M
Growth: Growth Stage Startup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: New York, United States
Founded: 2020
Glassdoor
Glassdoor: 4.3
WebsiteLinkedInGlassdoor