Customer Care Specialist

Cercli (YC S23)


Date: 19 hours ago
City: Dubai
Contract type: Full time
  • Become an internal “customer love” influencer and advocate for the best experience possible.
  • Become a Cercli subject matter expert for our entire suite of products.
  • Manage the day-to-day customer ticket operations and complete requests fast and well.
  • Manage the customer care systems and its parameters to optimize ticket assignment and completion (Pylon).
  • Manage the customer knowledge base design and its operations (Pylon).
  • Create and update a wide variety of how-to guide articles to prevent customer tickets (Pylon / Notion).
  • Leverage existing visuals and video tutorials but also create your own animated tutorials (i.e. Gif) using platforms like Arcade.
  • Leverage the AI functionalities of our systems to handle customers requests whenever reasonable / possible.
  • Train new and existing customers on Cercli best practices and latest features.
  • Support with the onboarding of new customers into Cercli platform.
  • Support with the configuration of Cercli settings and parameters for each customer.
  • Support with customer data migrations (advanced Excel / Google Sheet data handling).
  • Support with product marketing campaigns and communications (Pylon).

Qualifications

  • 1-3+ years of experience in customer support or HR systems; preferably in a B2B SaaS environment.
  • Excellent relationship-building and communication skills across senior stakeholders.
  • Advanced Excel skills.
  • Strong problem-solving skills.
  • Alignment with our purpose (our why) and our values (our how).
  • Familiarity with customer support tools such as Pylon is a strong plus.
  • Strong English communications skills required. Arabic speaker a strong plus.

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