Customer Care Specialist

• Become an internal “customer love” influencer and advocate for the best experience possible.
• Become a Cercli subject matter expert for our entire suite of products.
• Manage the day-to-day customer ticket operations and complete requests fast and well.
• Manage the customer care systems and its parameters to optimize ticket assignment and completion (Pylon).
• Manage the customer knowledge base design and its operations (Pylon).
• Create and update a wide variety of how-to guide articles to prevent customer tickets (Pylon / Notion).
• Leverage existing visuals and video tutorials but also create your own animated tutorials (i.e. Gif) using platforms like Arcade.
• Leverage the AI functionalities of our systems to handle customers requests whenever reasonable / possible.
• Train new and existing customers on Cercli best practices and latest features.
• Support with the onboarding of new customers into Cercli platform.
• Support with the configuration of Cercli settings and parameters for each customer.
• Support with customer data migrations (advanced Excel / Google Sheet data handling).
• Support with product marketing campaigns and communications (Pylon).

Qualifications

• 1-3+ years of experience in customer support or HR systems; preferably in a B2B SaaS environment.
• Excellent relationship-building and communication skills across senior stakeholders.
• Advanced Excel skills.
• Strong problem-solving skills.
• Alignment with our purpose (our why) and our values (our how).
• Familiarity with customer support tools such as Pylon is a strong plus.
• Strong English communications skills required. Arabic speaker a strong plus.