Customer Experience Specialist I

Customer Experience Specialist I

Entrupy is a global technology company whose mission is to protect businesses, borders and consumers from transacting in counterfeit goods. Entrupy has developed a patented technology system which utilizes a combination of AI and computer vision to instantly identify and authenticate high value physical goods. Entrupy's solutions serve business customers including leading luxury brands, retailers, e-commerce marketplaces and online resellers in over 60 countries. Entrupy is growing quickly with team members based in the US, India, Japan and Brazil. Entrupy's solutions in market: Entrupy Apparel Authentication Entrupy Bags & Leather Goods Authentication Entrupy Sneaker Authentication Entrupy Fingerprinting

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: Europe (pref UK) 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 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 / 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, 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.