Job Summary

We are looking for a customer-focused and proactive Customer Experience Agent to deliver exceptional service and support across all customer touchpoints. The ideal candidate will be responsible for handling inquiries, resolving issues, and ensuring a positive and seamless customer journey.

Key Responsibilities

Customer Support & Communication

Respond promptly to customer inquiries via email, chat, or phone
Provide accurate information about products, services, and company policies
Follow up with customers to ensure resolution and satisfaction
Guide users to help them become more productive in using the product

Issue Resolution & Technical Support

Resolve customer complaints efficiently and professionally
Identify technical issues, research solutions, and provide clear guidance
Escalate complex issues to appropriate teams when necessary

Customer Success & Advisory

Identify customer needs and recommend appropriate solutions
Recommend products, services, or procedures to address customer concerns
Support the development of training programs to help customers properly use products

Process Improvement & Documentation

Maintain detailed and accurate records of customer interactions
Contribute to improving customer experience processes and workflows
Evaluate system issues and recommend enhancements

Ad hoc Delivery Manager Responsibilities

Manage and optimize resource allocation within the Development Team to ensure efficient project delivery
Monitor project progress, track milestones, and ensure timely completion of deliverables
Coordinate closely with Business Development and Development Teams to align priorities and execution plans
Translate client requirements into clear, actionable tasks for developers through effective collaboration with Business Development
Document client meetings, including demos, walkthroughs, and discussions, ensuring all key points and action items are captured
Organize and maintain project repositories to ensure proper structure, version control, and accessibility
Facilitate internal alignment sessions, including solution discussions and project estimation reviews
Support pre-sales activities by ensuring clear communication between Business Development and technical teams regarding client expectations, proposed solutions, and expected outcomes

Requirements

Qualifications

Bachelor’s degree in Business, Communications, Information Technology or related field (preferred)
Proven experience in customer service, support, or a similar role
Excellent verbal and written communication skills
Strong problem-solving and conflict-resolution abilities
Ability to multitask and work in a fast-paced environment
Proficiency in CRM systems and customer support tools

Basic understanding of project coordination and delivery processes.

Strong communication and interpersonal skills—able to build positive relationships with clients and team members.

Team player with leadership potential—proactive, dependable, and supportive.

Strategic thinker who can see the big picture and solve problems effectively.

Open to learning, adaptable, and eager to grow in a fast-paced, collaborative environment.