Customer Experience Specialist
1 month ago
Position Summary:
Reporting to the Senior Manager of Service Delivery, we are looking for a Customer Experience Specialist to join the Customer Success department. This is a customer-driven role where you will collaborate with Trulioo Revenue teams and customers, working with a diverse set of subject matter experts as well as leading and executing project deliverables.
This is a full-time position in our Dublin, Ireland office, walking distance from shops, restaurants, and public transport.
Primary Duties and Responsibilities:
Provide in depth technical support and services to our customers including Enterprise level engagements Provide an exceptional customer service experience to ensure that Trulioo maintains our position as the leading trusted partner in Identity Verification The ability to think critically, troubleshoot proactively and solve complex customer problems Familiar with carrying out root cause analysis on customer issues and making changes based on these results in conjunction with Senior Management Collect, diagnose, and summarize application issues and escalate to relevant stakeholders internally including; Product, Engineering, Vendor Management and Dev Ops Training and Education - supporting our clients in their usage of Trulioo’s suite of products and working with outsource providers to ensure consistency of customer experience Contribute to Support Knowledge Base Articles and FAQs Contribute to customer success initiatives when needed Performs client due diligence on new and existing accounts to ensure all accounts are in accordance with the Compliance policies and procedure Conducts regular audits on existing accounts for quality assurance
Key Technical Skills:
Demonstrated experience managing customer-facing technical support issues and incidents, on API platforms and troubleshooting JSON Familiarity with RESTful tools (Postman) and writing, modifying, and reviewing SQL queries is a distinct advantage Strong aptitude with and ability to learn new technologies quickly Available to work flexible hours/shifts, including on-call during evenings, weekends, and statutory holidays Written and verbal fluency in English is required, other language is an advantage Meticulous attention to detail Capability to excel in a data-driven, metrics-oriented environment 6+ years of experience in customer facing roles in a technical setting Experience working with Enterprise customers Experience with organization and project management tools such as Jira, Confluence, GSuite, etc. is requiredEducation and Experience:
Post-Secondary Degree or combination of desired experience and education Must have a minimum of 6 years experience in a customer-facing role Experience supporting users on a SaaS platform using API and JSON results Startup experience desirableThriving at Trulioo
At Trulioo, you’re not just an employee. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future.
We’re on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn’t just a journey but also a boundless exploration into the possibilities of technology and digital identity verification.
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.
Trulioo welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.
Privacy Notice
As part of our job application process, Trulioo collects, processes, and discloses personal data for the purpose of identifying suitable candidates for our job openings. For more detail, please visit Trulioo’s Website Privacy Policy in the section “When you apply for a job”.
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