Customer Experience Specialist

Overview Be among the first 25 applicants. Guidde is a dynamic startup at the forefront of the KnowledgeOnDemand transformation. Our platform uses AI technologies, including NLP and Computer Vision, to enable organizations to create high-quality how-to videos in seconds. With over 2,500 paying organizations and significant time and ticket reductions, Guidde is rapidly scaling. The Ideal Guidder is clear, impactful, and focused on delivering value. We blend a startup environment with a team-oriented approach, prioritizing customer success. We value doers who listen, show up ready to play, and thrive in a collaborative setting. Location & Schedule Location: NYC, NY – Hybrid position Work Hours: 11 AM – 8 PM ET Eligibility Applicants must have legal authorization to work in the U.S. without sponsorship. What you will do Support customers by answering product questions, troubleshooting issues, and ensuring they get the most out of Guidde Work closely with the CX Team Lead and teammates to implement strategies that enhance customer satisfaction Gather customer feedback and collaborate with Product and Engineering to drive platform improvements Create and maintain internal and customer-facing documentation to improve knowledge sharing and self-service options Identify patterns in customer needs and help influence improvements to both support processes and product experience What you\'ll need to thrive 3+ years of experience in customer support in a SaaS startup Native-level English (spoken and written) with excellent communication skills Strong analytical and troubleshooting abilities, with a proven knack for problem-solving Empathy and the ability to “read between the lines” to understand customer needs beyond what is written A passion for mastering the product and providing clear, effective guidance to customers Ability to work independently, take initiative, and proactively tackle challenges Bonus: Experience with video platforms, Intercom, JIRA, HubSpot, or working in a remote environment Your journey with Guidde Leave Your Mark: Contribute meaningfully to our growth story. Work Your Way (Hybrid): Enjoy a flexible work arrangement based in Tel Aviv/NYC. Innovate Together: Be part of a collaborative and forward-thinking team. Fuel Your Growth: Access opportunities for professional development and advancement. Your Value Matters: Receive a competitive compensation and benefits package. Salary Range: $50,000 - $70,000 OTE. Note: The following items appear to be unrelated job postings and are not part of this role: Manhattan, NY postings for various positions, and general recruitment messages. #J-18808-Ljbffr