Customer Experience Specialist at Toggl Hire

 
About Toggl Hire


 Toggl Hire is a skills assessment platform designed to streamline the hiring process for companies and job seekers alike. We are big believers that modern-day recruiting should be effortless and enjoyable. That means no more resumes or cover letters, no more endless hours screening through applications, no more interpreting past roles into current experience, no more bias and gut feeling, but informed decisions based on data.




 
About the Team


 We are a fully remote team, with 18 people working from 11 different countries around Europe. We are highly skilled, highly motivated, and most importantly, a fun, friendly bunch. We value transparency, communication, and results over effort and excuses. We have regular in-person meetups in Europe every 3 months or so.




 We have recently been named one of the best remote companies to work at.




 
The Role


 As a Customer Experience Specialist at Toggl Hire, you’ll play a vital role in ensuring our customers have an exceptional experience with our product. This hybrid position combines elements of support, customer success, and sales, making it the only customer-facing role on our team and serving as the essential link between our customers and our product team.




 You can work from anywhere in Europe.


 
The salary for this position is 45 000€ annually and we are committed to increasing salaries every year based on company and individual performance.




 
Your responsibilities will include:


 
Deliver engaging and informative product demos that showcase Toggl Hire’s features and benefits to potential clients
 
Provide outstanding customer support by promptly and effectively handling support tickets, resolving issues, and ensuring customer satisfaction
 
Wear multiple hats and seamlessly transition between support, customer success, and sales tasks, as required by the unique demands of this hybrid role
 
Maintain and update our knowledge base to provide accurate and helpful resources for customers
 
Conduct after-demo outreach to ensure customer success, gather feedback, and identify potential opportunities for upselling
 
Act as a liaison between customers and our product team, funneling valuable feedback and insights to drive product improvements
 
Experiment with new ideas to improve retention and reduce churn


 
Requirements


 
Proven experience in customer support, customer success, sales, or a similar role
 
Proven track record of delivering exceptional customer service and support across multiple functions
 
Excellent communication and presentation skills, with the ability to effectively convey complex ideas and concepts to diverse audiences
 
Detail-oriented and organized, with strong problem-solving and analytical skills
 
Comfortable working in a fast-paced, remote environment with team members from around the world
 
Experience with CRM, customer support, and ticketing platforms (e.g., Zendesk, Salesforce, Intercom)


 
About you


 We're looking for a Customer Experience Specialist who:




 
Is located in a country situated in Europe
 
Has excellent communication skills in English, both spoken and written. Any other language is a plus
 
Focuses on solutions and getting things done, while sticking to deadlines
 
Is proactive and speaks up when they see something wrong but always makes sure to treat others with respect and kindness
 
You get energized by talking to people
 
Is a great team player and excellent communicator, working well with specialists like developers, growth teams, and stakeholders, and always seeking to learn and improve
 
Likes transparency, openness, and asking questions
 
You have previous experience in a customer-facing role, ideally in a SaaS company.
 
You are a team player who acts with a sense of urgency and adapts to a fast-paced and ever-changing environment.
 
You are Tech-savvy; you can identify the root of the problem on your own before escalating it to a dev team.


 
Benefits


 
Freedom to choose when and how much you work - we only measure results
 
24 days of paid time off a year, plus your local holidays
 
In-person meetups for team-building (expenses covered)
 
4-6 weeks paid sabbatical (depending on the tenure)
 
Laptop budget up to €2,500 and it renews every 3 years
 
€2,000 budget to set up your home office, and an additional €300 every year after 3 years of tenure
 
€250 per month for co-working space membership and/or internet service at home
 
€4,000 per year contribution to use for training, workshops, and conferences
 
€2,000 per year contribution for any equipment or services to improve and/or maintain your physical and mental health
 
Support for buying tools you need for doing your best work (even eyeglasses if you need a new pair)


 
If you’re passionate about customer experience and excited to work in a fast-paced, innovative environment, we’d love to meet you!