Customer Experience Specialist
Job Description
About Smartcat
Smartcat is on a mission to become the wall-to-wall Language AI platform, addressing the diverse needs in multilingual content for various user personas within global enterprises.
Smartcat is uniquely positioned within the $100+ billion multilingual content industry, which is currently served by tens of thousands of agencies. This results in a highly fragmented and inefficient supply chain, high costs, unacceptable turnaround times, and quality issues. Using highly qualified internal resources to translate or create multilingual content (insourcing) solves the quality problem for enterprises, but if done manually, it can't solve for scalability, high cost, and slow turnaround.
Smartcat changes the ROI equation in favor of insourcing with its Language AI platform for enterprise end-users. It delivers high-quality, instantaneous AI translations or generates new content in any language by tapping into a customer-specific multilingual content library. The AI output is further refined through human editing by the client's internal reviewers or experts from the Smartcat's embedded global marketplace of linguists and content editors. This AI output continuously improves through the editing feedback loop, ensuring consistent and customer-tailored results.
More than 1,000 global companies including ~20% of the Fortune 1,000 trust Smartcat to communicate their innovations and ideas all over the world.
As a dynamic Series C company, Smartcat is growing at 130% YoY, thanks to the high and quick ROI it delivers to global enterprises. It's well-funded by notable VCs, and is capital efficient, offering a unique blend of hyper-growth potential with downside protection and the capacity for long-term planning and strategy.
Mission
The mission of a Customer Experience Specialist at Smartcat is to address our customer’s needs by offering assistance with empathy, passion, and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to our amazing users, you’re expected to maintain a great customer satisfaction rate in this role.
Outcomes
- Keep the CSAT above 96%
- Ensure SLA goals are met (target > 95%)
- Keep the quarterly churn level below 3%
Your responsibilities will be
- Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack
- Engage with customers via tickets during respective shifts
- Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours. We offer on-call allowances as per the shifts.
- Brainstorm and troubleshoot complex issues
- Develop and maintain documentation for the user's help center and internal usage
- Escalate customer requests to other teams (product, infrastructure, DevOps, etc.)
- Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience.
Requirements
- Must have or practice consistently the values of customer obsession, empathy, ownership, and openness.
- Excellent written and spoken English communication skills
- Basic knowledge of and experience with Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
- Experience with localization and translation is a plus
- Possess exceptional troubleshooting and problem-solving skills
- Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
- Openness to constructive feedback and the opinions and ideas of others
Why joining Smartcat might be your best move so far
- Fully remote team
We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more Smartcaters than others, such as Boston, NYC, SF, the Bay Area, London, and Lisbon. - Innovating a $100 Billion industry
Smartcat’s innovative approach towards multilingual content, taps into a $100B industry. Our platform enables enterprise end users to stop using traditional outsourcing methods, and start enjoying an easy-to-use, AI-powered SaaS, that delivers immediate high-quality results, at a fraction of the cost. - High impact role enabling innovation and inclusion in organizations
You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide. - Join the rocketship to scale-up 10x and beyond together
We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn’t for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here. - Smartcat Culture: Where Diversity Meets High Performance
At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and clear, honest and direct communication. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to diversity and inclusion is steadfast, and we stand firmly against discrimination and harassment.
More job openings
Senior Product Designer
About Perspective
Our mission is to enable passionate people to grow the businesses they love. We are doing this by helping 5.000+ entrepreneurs with the fastest and easiest growth marketing platform. So you work work directly impact thousands of entrepreneurs & their customers.
We're 100% bootstrapped & profitable. With less than 40 people we were able to scale our company to over €10M ARR. Now we are on our journey towards 100M ARR – and we believe by staying a small team with highly talented people we will get there fastest. 🌟
We're in an exciting phase, expanding internationally and maturing our product and culture at the same time. We prioritize great execution and high impact - we strive for highest quality in what we do, as we believe the world doesn’t need more mediocrity.
We foster a culture of ownership and freedom in a fully remote environment across Europe, enabling us to build the lives we want while making maximal impact. Come join our team of extraordinary people! 🚀
About the role
As Senior Product Designer at Perspective, you will become part of one of the fastest growing bootstrapped SaaS. Influence and define the interface of our software and have huge impact on the customers experience. Your valued expertise will help to make the easiest marketing software there is to build websites. Join the ride while we go international and collaborate in a team of experts. And on top: enjoy working from anywhere in Europe as we are fully remote. We can't wait to talk to you. 🤩
What you will be doing
- Write and build feature concepts (e.g. understand the status quo of problem and solutions, build empathy for a topic/the market/user needs and business goals, interview users and stakeholders)
- User interface design (e.g. design high-fidelity screen states & visuals, guide the implementation towards release)
- Create prototypes (e.g. visualise solution ideas, design low fidelity user flows, validate usability and impact, evaluate and iterate solutions with stakeholders by testing MVPs)
- Design visuals for UI (Use graphic design to fill empty states, create promotional graphics for feature releases)
- Guide the (UI) implementation (Be the pro-active part in collaboration with stakeholders from ideation to post-release; feature is not done after design is finished)
- Research solutions (Get confronted with issues and challenges around software, have a process to turn it into opportunities and provide solution suggestions)
- Enhance design process (Define principles, enhance activities for more efficiency & joy; stay modern and collaborative in how we create designs)
Who you are
- You are experienced in designing software interfaces as well as user interactions
- You understand the importance and benefits of market research, user interviews, and user tests and have successfully used it in order to validate hypotheses
- Working with and coordinating between engineering, business, marketing, and support is natural to you
- You are experienced in coordinating meetings, brainstormings and presenting ideas & concepts to your team
- You understand the necessity of good usability and are experienced in reducing complex challenges to simple solutions
- You are an authentic, empathic and optimistic person
- You are proactive, reliable, loyal and keen to take on responsibility
- While having a good eye for detail, you don't loose sight of the bigger picture
- You are honest, cordial and strive in working with amazing teams
- You have prior experience of working in a software company, ideally SaaS
- You can strive in an agile startup environment
Nice to have
- You have prototyped software features – ideally for a website editor
- You have experience in areas like Copywriting, Graphic Design & Illustration or Software Development
- You have Marketing experience & knowledge, especially in regards to Online Marketing
- You have a good understanding of production workflows in a software product environment
- You have experience working on SaaS products, ideally a website builder
If you think this job is the right job for you, even though you do not perfectly match the profile, we would still love to hear from you. 🤗
What you can expect at Perspective
- Remote & Freedom | We strongly believe that every work environment needs to be ideal and fitted to the person. For this very reason, all our team members work remotely – in their own much needed way. That’s how we can ensure that all our talents have much freedom to create the best results possible.
- Responsibility, Ownership & Impact | At Perspective, all our team members have a voice. We value every opinion and encourage all to speak their mind. Only with team effort, we can create something great. We believe in our team and therefore, give them much responsibility. Even if we fail, we learn from it, get back up and continue to succeed. It is part of the game and we know it.
- Personal & Professional Growth | Your development is our priority. With our intensive onboarding, feedback talks and trainings, we foster your personal and professional development. One of our core value is “Keep Growing” which we portray in everything we do.
- Best Equipment & Remote Budget | Our company is build on the USP of quality and we want to keep it that way. To keep up the quality, we only provide the best equipment to our team: For example, every new team member receives an Apple MacBook Pro for their work and a monthly remote working budget.
- Team Events | We know working solely remotely can make it difficult to build a strong team spirit. However, at Perspective we focus deeply on team building by hosting various team events throughout the year. We understand the need of interaction face-to-face and strongly encourage it.
- Cordial & passionate team | Last, but not least, we are the most cordial team you can imagine. We love working together, respect each other and always value each others opinions. We care deeply about our team members and are always down for a good virtual after work hangout.
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Account Manager
We are looking for an enterprise account manager in Europe to help expand relationships with our existing enterprise customers.
Day-to-day, you will work with marketing agencies and Fortune 1000 companies to onboard and consult on SEO best practices and and scale their use of the Ahrefs platform.
This role is a hybrid sales & customer success role which will be incentivized by renewal & upsell opportunities. However, unlike other organizations, you won’t be bound to aggressive sales metrics as everyone’s bonus is also awarded against overall company performance.
What You'll Do
- Build deep relationships with our enterprise customers to retain, grow and develop product evangelists
- Create and implement strategic account plans that align with customer objectives and drive increased engagement and product utilization.
- Consult organizations on SEO best practices to help them reach measurable results.
- Devise and conduct onboarding training
- Lead upsell and account renewal discussions
- Monitor customer health and identify any potential risks
- Act as a customer advocate to ensure feedback is heard and acted upon
- Contribute to ideas that will improve department performance
The skills you need
- Excellent written & spoken communication skills
- Skills in creating educational content and conducting webinars or workshops for customers.
- A creative problem solver who can take initiative and make decisions
- Knowledge and hands-on experience with SEO and digital marketing trends.
- 3 - 5 years of customer success, sales, or account management
- Experience at a marketing SaaS company or SEO/digital marketing agency.
What you get
- A competitive compensation package
- Flexible work hours and lots of autonomy
- Plenty of potential to experiment, grow and build your authority in the space
- Annual team retreat
Ahrefs does not engage with agencies or third party recruitment solutions for the roles we hire for. If at any point we need help, we'll let you know!
Who we are
Ahrefs runs an internet-scale bot that crawls the whole web 24/7, storing huge volumes of information to be indexed and structured in a timely fashion. Our backend system is powered by a custom petabyte-scale distributed key-value storage to accommodate all that data coming in at high speed. With this data, Ahrefs builds analytics services for end-users in the Search Engine Optimization (SEO) space and a web-scale search platform. We are a lean and robust team who strongly believe that better technology leads to better solutions for real-world problems.
Our motto is first do it, then do it right, then do it better
What’s a Rich Text element?
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How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
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Affiliate Marketing Manager
About Perspective
Our mission is to enable passionate people to grow the businesses they love. We are doing this by helping 5.000+ entrepreneurs with the fastest and easiest growth marketing platform. So you work work directly impact thousands of entrepreneurs & their customers.
We're 100% bootstrapped & profitable. With less than 40 people we were able to scale our company to over €10M ARR. Now we are on our journey towards 100M ARR – and we believe by staying a small team with highly talented people we will get there fastest. 🌟
We're in an exciting phase, expanding internationally and maturing our product and culture at the same time. We prioritize great execution and high impact - we strive for highest quality in what we do, as we believe the world doesn’t need more mediocrity.
We foster a culture of ownership and freedom in a fully remote environment across Europe, enabling us to build the lives we want while making maximal impact. Come join our team of extraordinary people! 🚀
About the role
In this role, you'll be at the forefront of building and managing a network of successful entrepreneurs, growing your influence and personal brand along the way. You'll lead the entire partnerships & influencer marketing strategy, creating real connections, adding value, and shaping your success story as you drive both personal and company growth.
What you will be doing
- Affiliate Content: create and distribute content to educate affiliates on building recurring revenue, including monthly keynotes with top affiliates and tactical videos on strategies
- Influencer Marketing: develop influencer marketing as a growth channel by sponsoring creators who align with our audience, driving customer acquisition through targeted content
- Partner/Affiliate Program: define and implement a Partner Program that incentivises partners to resell Perspective, managing the process through Partnerstack
- Partner Acquisition: lead partner acquisition efforts by engaging new partners through outreach, building a referral network, and leveraging in-app marketing & communities
Who you are
- 3-5+ years of experience as an Influencer Marketing Manager, Affiliate Manager, or similar role in a B2B SaaS Product company
- Proven experience in outreach, partner acquisiton or influencer marketing, with a track record of building and expanding partner networks through cold outreach and automated strategies
- Strong tenacity and boldness in driving results, with the ability to push through challenges and seize opportunities in a fast-paced environment
- Skilled in content creation, including the ability to develop engaging and educational materials for partners, such as keynotes, videos, and written content
- Deep understanding of the marketing industry its principles, especially as to what the market is paying attention to, so you can effectively drive partner and influencer relationships
- Solid sales mindset, with a focus on driving conversions and business growth through strategic partnerships and influencer collaborations.
- Fluent in German & English
If you think this job is the right job for you, even though you do not perfectly match the profile, we would still love to hear from you. 🤗
What you can expect at Perspective
- Remote & Freedom | We strongly believe that every work environment needs to be ideal and fitted to the person. For this very reason, all our team members work remotely – in their own much needed way. That’s how we can ensure that all our talents have much freedom to create the best results possible.
- Responsibility, Ownership & Impact | At Perspective, all our team members have a voice. We value every opinion and encourage all to speak their mind. Only with team effort, we can create something great. We believe in our team and therefore, give them much responsibility. Even if we fail, we learn from it, get back up and continue to succeed. It is part of the game and we know it.
- Personal & Professional Growth | Your development is our priority. With our intensive onboarding, feedback talks and trainings, we foster your personal and professional development. One of our core value is “Keep Growing” which we portray in everything we do.
- Best Equipment & Remote Budget | Our company is build on the USP of quality and we want to keep it that way. To keep up the quality, we only provide the best equipment to our team: For example, every new team member receives an Apple MacBook Pro for their work and a monthly remote working budget.
- Team Events | We know working solely remotely can make it difficult to build a strong team spirit. However, at Perspective we focus deeply on team building by hosting various team events throughout the year. We understand the need of interaction face-to-face and strongly encourage it.
- Cordial & passionate team | Last, but not least, we are the most cordial team you can imagine. We love working together, respect each other and always value each others opinions. We care deeply about our team members and are always down for a good virtual after work hangout.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
Senior Software Engineer, Full-Stack
Phantom is revolutionizing the way millions of people interact with the crypto ecosystem. Our self-custodial wallet offers a seamless, unified experience for managing accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon, empowering users with a single, convenient solution. By integrating cutting-edge security features and launching innovative tools for an enhanced personalized user experience, Phantom is able to provide a next-generation, safe and easy to use self-custodial wallet for everyone. This strategy has allowed Phantom to achieve significant milestones including surpassing 7 million MAU’s, reaching #1 in the Google play store finance category, and consistently trending as a Top 50 app across all categories, right next to X, PayPal, Coinbase, and ChatGPT.
Responsibilities
As a full-stack engineer at Phantom you’ll be doing everything from building delightful user interfaces and creating cross-platform client infrastructure on the frontend, to creating APIs, data pipelines and services that bridge the gap between the blockchain and the user experience our users have come to expect on the backend.
- Feature development: You will be owning features on our web platforms – currently the Phantom Extension and our website.
- New initiatives and products: You will be leading initiatives to add support for other blockchains to Phantom, and to launch new complementary products or infrastructure.
- Interfacing with users: You will be interfacing directly with end-users and developers building on Phantom – supporting them and collecting feedback to inform the direction of the product.
- Team building: You will be working with the team to create and foster a culture of raising the bar with each new hire.
Qualifications
- Bachelors degree in Computer Science or related technical field or equivalent practical experience
- 5+ years full-time software engineering experience
- Demonstrated interest in open and community-driven platforms
- Nice-To-Have: experience in a blockchain based project
- English language proficiency
Why Work with Us
Opportunity
We are a team of experienced builders in the blockchain and crypto industry. Our journey began from users seeking an easy, seamless path to accessing the crypto ecosystem. This passion fueled our exponential growth, allowing us to onboard over 7M+ active users in just over three years; with our user base growing weekly. Our dedication to a secure and seamless user experience has made us the leading wallet on Solana as well as our multi-chain approach enhances our platform's versatility, meeting the needs of a diverse and growing user base. By staying at the forefront of technology and user expectations, we continue to innovate and set industry standards on self-custodial crypto wallets.
There has never been a better time to work in crypto to help shape the future of innovation with a focus around the wallet experience!
- First impressions matter: Wallets are responsible for a users first impression with crypto and onboarding new users into crypto. By ensuring that a user has a great first-time experience with crypto, we can help supercharge the growth of the entire ecosystem.
- Make crypto easier to navigate: There is no easy way for a user to discover and navigate all that crypto has to offer. Wallets have a unique opportunity to help users not only onboard to crypto but also stay retained by exploring new things to do.
- We live in a multi-chain world: We currently support Solana, Ethereum, Polygon and Bitcoin with more networks to come in the new future. We are focused on creating a unified, multi-chain crypto experience for users.
Benefits
- Competitive salary and equity
- Comprehensive insurance (medical/dental/vision) — 100% covered
- Stipend for your ideal remote set-up
- Flexible hours and a supportive remote environment
- Unlimited vacation: Take time when you need it (and we really mean it!)
- 401(k) retirement plan
- Monthly wellness benefit
- Weekly meal benefit
- Global off-sites
We strongly encourage candidates of all different backgrounds to apply.
We believe that our work is stronger with a variety of perspectives, and we’re eager to further diversify our company. If you have a background that you feel would make an impact at Phantom, please consider applying. We’re committed to building an inclusive, supportive place for you to do the best work of your career.
The target base salary for this role will range between $180,000 to $220,000 with the addition of equity and benefits. This is determined by a few factors including your skillset, prior relevant experience, quality of interviews and market factors (such as location) at the point in time of offer.
#Li-DNP
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
