Technical Customer Experience Specialist

Company Description

• Job Title: Technical Customer Experience Specialist (L2)
• Location: Edinburgh (Office Based)
• Job Type: Full-time, Permanent
• Base Salary: £26 to 30k per/annum
• Average Commission: £1,500 per annum (uncapped) 

Who We Are 

We’re Stampede. An Edinburgh-based software company that is truly bringing the future of technology to the hospitality sector with our one-of-a-kind guest experience & engagement platform. Stampede enables hospitality venues to streamline their customer journey, marketing efforts and operations under one unified system. 

Stampede is on a mission to reshape and redefine how hospitality venues interact with their guests digitally; Before, During and After a visit.

Job Description

• Important – Please Read** You must include a cover letter with your application demonstrating the research you have done on Stampede, and if you are changing sectors please highlight what skills and experience are relevant to our job specification.

As the Customer Experience Specialist at Stampede, you will play a critical role in providing exceptional customer support and experience, driving process improvements, and ensuring effective communication and collaboration between internal departments, third-party IT companies and partners. Your expertise will be instrumental in ensuring the smooth onboarding of new customers, resolving technical issues promptly, and optimising the overall customer experience within the Hospitality SaaS domain.

Key Responsibilities:

1. Customer Support:

• Coordinate with internal departments, third-party IT companies and partners to facilitate smooth onboarding of new customers and address technical challenges promptly.
• Utilise bug reporting and CRM data to identify trends and patterns, enabling proactive resolution of issues.
• Demonstrate an ability to provide expert 1st and 2nd line support as required. Especially in scenarios where capacity can be stretched such as product updates, product launches, and training or in complex situations that require specialised support with a high degree of customer-centric problem-solving. The speed and skill with which these are handled play a critical role in the outcome of customer retention and new business referrals. 
• Act as an escalation point for partners and L1 support teams

2. Process Improvement:

• Streamline communication processes with third-party IT companies to minimise onboarding delays.
• Collaborate with internal and external stakeholders to optimise onboarding processes and enhance user experience.
• Identify opportunities within current company or product processes or features to improve, iterate or enhance Customer Experience

3. Documentation and Knowledge Management:

• Maintain comprehensive documentation of onboarding processes and user issues using bug-reporting software and CRM systems.
• Encourage best practices documentation to improve future experiences and streamline knowledge transfer within the team.

4. Communication and Stakeholder Management:

• Act as a central point of contact for communication between teams and partners, ensuring alignment on objectives and priorities.
• Facilitate regular meetings and updates with customers to ensure clear communication and collaboration.
• Maintain strong relationships with third-party IT companies and partners, fostering open communication and effective problem-solving mechanisms.

5. Compliance and Security:

• Ensure compliance with data protection regulations and security standards when sharing information with third-party IT companies and partners.
• Implement robust security measures to safeguard sensitive data and mitigate cybersecurity threats associated with third-party collaborations.

Qualifications

• Education:
• A university degree in business, marketing, communications, or a related field is desirable but not essential.
• Certifications in customer experience/support or related areas are highly valuable.
• Experience:
• 3+ years of experience in a customer-facing role, preferably in customer experience, support, or a related field within a B2B SaaS environment.
• Proven track record in managing customer relationships, driving account growth, and delivering complex projects.
• Familiarity with customer experience tools and software, such as Zendesk (or other cloud-based helpdesks), Segment, Sentry, Linear, Postman, Zapier, and Gsuite.
• Networking Technologies – LAN/WAN and Wireless
• Core internet technologies – Routing and switching, DNS, DHCP, OSI Model
• Professional-grade WiFi access points & their cloud controllers (Ubiquiti UniFi, Cisco Meraki, Ruckus, Openmesh)
• Skills:
• Communication: Exceptional verbal and written communication skills are essential for interacting effectively with customers and internal teams.
• Empathy: Genuine empathy for customers, helping build relationships and retain customers through active listening and personalised solutions.
• Relationship-Building: Excellent interpersonal skills to establish trust, develop rapport, and maintain long-term customer partnerships.
• Problem-Solving: Adept at analysing complex situations, identifying root causes of issues, and finding creative solutions.
• Strategic Thinking: Ability to align customer objectives with business goals and guide customers to boost retention and reduce churn.
• Project & Time Management: Strong skills in prioritising tasks, meeting deadlines, and managing multiple customer accounts simultaneously.

Additional Information

If you are passionate about customer experience and have a proven track record in driving growth and managing projects in a SaaS environment, we would love to hear from you! Please submit your CV and a cover letter detailing your experience and why you would be a great fit for this role.

• Important – Please Read** You must include a cover letter with your application demonstrating the research you have done on Stampede, and if you are changing sectors please highlight what skills and experience are relevant to our job specification.

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