Customer Experience Specialist (Remote)

Summary

DeepHow is an award-winning AI-powered video companion for the manufacturing frontline. DeepHow improves worker and knowledge retention and drives operational efficiency, quality, and safety. Our customers’ successes are a testimony to our ability to translate sophisticated AI-based technology to measurable business outcomes, like 16% improvement in employee retention, 20% improvement in overall equipment efficiency, 11% improvement in quality compliance, and 77% reduction in safety incidence.

At DeepHow, we believe that exceptional customer experiences are at the heart of everything we do. We’re looking for a passionate Customer Experience Specialist to help us elevate how our users interact with and benefit from our resources. If you are passionate about delighting customers and driving positive outcomes, we invite you to join our team and be a part of our journey towards success. This is an individual contributor role and will not have supervisory responsibilities.

Role Overview

As the Customer Experience Specialist, you will play a key role in enhancing self-support resources, improving user engagement, and contributing to automation strategies for our customer journey. You will be instrumental in developing materials and platforms that empower customers to succeed independently. This is an excellent opportunity for a resourceful and creative professional to make a meaningful impact on how our customers experience DeepHow.  

Primary Responsibilities:

• Manage and grow DeepHow User Community and provide them with necessary content and be a voice for the user community at DeepHow
• Work with product and customer success teams to build effective and engaging Knowledge Base self-service content
• Coordinate with product team and customers to provide a seamless release experience
• Work with customer success leaders to assess, improve, and execute a comprehensive customer experience strategy aligned with business goals
• Plan content and distribute customer-facing newsletter in partnership with marketing and product teams
• Orchestrate customer satisfaction-related surveys
• Work with customer success managers and coordinate customer webinars 
• Analyze customer data to identify trends and actionable insights to inform customer experience initiatives

Required Skills and Abilities

• Ideal for an individual who enjoys a dynamic startup environment 
• 3 – 5 years of experience in a project management or customer management function
• Experience working with Salesforce, Zendesk, or similar customer support platforms
• Strong technical skills to navigate and perform basic user and beta testing
• Expertise in data analysis, customer feedback collection, and data interpretation
• Excellent communication and presentation skills to convey insights to stakeholders
• A passion for technology and a willingness to learn and adapt to new technologies and processes
• Strong project management skills 

Work Environment

• Remote
• Light travel is required for quarterly team meetings

Physical Demands

• Prolonged periods sitting at a desk and working on a computer
• Ability to physically use phones and tablets to record video
• Walking and standing required in the course of travel

Experience and Education

Bachelor’s degree in marketing, business, or related fields or 10 years of relevant experience

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.