Customer Experience Specialist

Were looking for a motivated and personable Customer Experience Specialist to join our team. This role focuses on delivering exceptional customer support, guiding new clients through onboarding, and driving long-term customer retention. Youll be the primary point of contact for customers, ensuring they feel supported, confident, and successful using Hubtiger. Youll work closely with our product and internal teams to resolve issues, share customer insights, and continuously improve the customer journey, helping stores get the most value from Hubtiger. Working Hours & Shift Structure This role operates on a rotating shift system aligned to South Africa, USA and Australia time zones alternate Shifts to provide fair coverage and support work-life balance Full shift details will be shared during the interview process Key Responsibilities Deliver outstanding customer service and support via email, chat, and video calls. Proactively monitor customer health and engagement to identify risks, support retention, and reduce churn Assist with onboarding and training new customers to ensure a smooth setup. Troubleshoot product issues and liaise with internal teams to resolve them. Gather and share customer insights to improve our product and processes. Maintain accurate records in HubSpot and help improve customer success workflows. Qualifications Excellent written and verbal communication skills. Experience in customer support, onboarding, or inside sales. Strong organisational and problem-solving skills. Tech-savvy with experience using CRM or support tools (e.g., HubSpot, Intercom). Ability to work independently and remotely with global customers. Bonus: Experience in SaaS, cycling, repair, or rental industries.