Customer Experience Specialist
Talespin is building the platform to transform talent development and skill alignment for the future of work. Our spatial computing products deliver a new standard for learning and workforce data, empowering organizations and individuals to make better talent and career decisions.
We’re specifically looking for a Customer Experience Specialist who will roll up their sleeves and lead from the trenches. As a key member of the revenue team, you will play a critical role in ensuring the successful launch and adoption of our products by providing training, support, and resources to our customers, while collaborating with cross-functional leaders internally to help solve customer issues. The ideal candidate is passionate about helping customers, identifying problems, and finding solutions. To succeed in this role, the candidate should have relevant customer-facing experience and a track record of solving technical problems.
In this role you will:
- Assist in the onboarding of Talespin products and services for assigned customer accounts, including product training, implementation, adoption, and satisfaction
- Maintain high-level customer-experience best practices, reduce friction through clear and concise product enablement methods, and identify areas of improvement with help from the customer success team
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
- Maintain training materials, including presentations, user guides, and FAQs
- Monitor and analyze product usage data to identify trends and areas for improvement
- Collaborate with cross-functional teams to identify and address any technical or process-related challenges related to product onboardings
- Assist with customer trials and product demos
- Resolve customer support-related issues, questions, and concerns as dictated by company policies on both a reactive and proactive basis
- Escalate customer issues or questions to account managers where appropriate
- Report reoccurring issues to your supervisor
- Additional responsibility may be added as the role develops
Skills and abilities we are looking for:
- 1-2 years of experience in a support, training, account management, or customer experience role
- Strong technical aptitude and ability to learn complex products and technologies quickly
- Strong skills in verbal and written communications, strategic planning, and time management
- Problem-solving and process-oriented mindset
- Ability to work effectively across multiple departments in a remote environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
Preferred skills and qualifications:
- Bachelor’s degree or equivalent (preferred)
- 1-2 years of experience in product training and enablement (preferred)
- Experience with or interest in immersive tech (XR, AR, VR) (preferred)
- Experience in a technical support role (preferred)
- Experience with learning management systems and authoring tools (preferred)
The US base salary range for this full-time position is $50,000 - $65,000 + benefits. Our salary ranges are determined by role, level, and location. The range displaced on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Talespin Reality Labs, Inc. "The Company" can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only. Talespin offers, medical benefits, two weeks PTO, six sick days, five bereavement days, observers over 10 national holidays, and is closed for a winter holiday break every year.