Customer Experience Specialist for Americas

As a Customer Experience Specialist for North and South America, you're the frontline hero for our customers in the North and South American regions, ensuring they seamlessly use Kaizo in their daily workflows. You’ll be their trusted ally, helping resolve queries, sharing product insights, and fostering strong relationships. Your goal? To create memorable experiences and build strong, lasting customer partnerships. Get ready to elevate Kaizo's customer experience! 🌏

💪 What we are doing

At Kaizo, we're on a mission to transform how customer support teams achieve quality and efficiency. Our AI-powered platform empowers teams to elevate their performance, streamline Quality Assessment processes, and embrace automated compliance monitoring. We're not just introducing new technology — we're guiding our customers on how to best implement AI solutions, sharing industry best practices, and ensuring they can fully leverage our tools for smarter, data-driven decision-making. We are headquartered on a canal in central Amsterdam and are looking to expand our dynamic team with passionate and driven individuals.

🗓️ What are your 12 labours here

• Interact with B2B customers for additional information related to tasks and projects assigned

• Build and maintain strong relationships with B2B customers in North and South America, ensuring their satisfaction and loyalty

• Guide customers through onboarding, taking ownership of their journey and collaborating seamlessly across teams to ensure each customer achieves successful activation

• Conduct regular customer check-ins to provide support and gather valuable feedback

• Manage and enhance the Product Help Center, contributing to onboarding and support materials

• Host webinars, workshops, and group onboarding sessions tailored for North and South American customers

• Collaborate with Product and Sales teams to address customer challenges

• Collect and share customer feedback with internal teams to influence product improvements

• Proactively identify areas to enhance the customer experience and suggest solutions

• Support the creation of engaging onboarding resources, from help articles to video tutorials

• Assist in customer escalations, ensuring timely and effective resolutions

✨ Are you ready to embark on this journey with us?

• A minimum of 2 years of experience in a customer-facing role

• Proficiency in customer activation and onboarding

• Ability to excel in a fast-paced, ever-evolving work environment

• Exceptional command of both spoken and written English, knowledge of Spanish language is a bonus

• Previous experience as a Team Lead or Quality Control Expert in customer support

• Technical proficiency with CRM tools like Zendesk, Salesforce, and Intercom — knowledge of HubSpot is a bonus

• Experience with QA tools, such as Kaizo, is a bonus

• Strong knowledge of Google Sheets or similar data tools for reporting and tracking

• Experience using Typeform, Loom, or similar tools to create interactive customer resources

• Solid understanding of online collaboration tools (Slack, Notion, Miro, etc.)

• Based in North and South America or able to work North and South American business hours

🦸 What’s all the fuss about?

• We leverage AI, gamification, and machine learning to help customer service agents become support champions

• We got named in Forbes' list of Top 25 Machine Learning Startups To Watch In 2020

• We are a super international team of 15 people and 10 nationalities

• We’re shaking up the customer service industry with our innovative solutions

🏆 What’s in it for you?

• Main headquarters right in the heart of Amsterdam

• Great office gear: MacBook, tools, desks, chairs — there’s something for everyone

• Flexible schedule, remote work

• Fun workstations & open holiday policy

Psst. Do you want to help us understand what makes you the best match for this role? Feel free to send us a 2-minute video motivation.

Up for a heart-to-heart?