Experience Specialist

About the role

Pebl’s AI‑powered Global Work Platform™ helps companies hire, pay, and manage employees worldwide. As an Experience Specialist you will ensure a positive, seamless experience for both customers and supported employees, acting as the first point of contact and championing a customer‑first approach.

Key responsibilities

• Serve as the first point of contact for customers and supported employees via phone, email, and chat, responding promptly and professionally while meeting SLA targets.
• Provide accurate information about services, processes, and solutions, ensuring every interaction aligns with Pebl’s customer‑first philosophy.
• Resolve customer issues efficiently, escalating to internal teams when necessary and maintaining ownership of the resolution process.
• Monitor and maintain customer‑satisfaction metrics, proactively working to improve scores through exceptional service.
• Identify areas for improvement in the customer experience and suggest initiatives to enhance overall satisfaction.

Required profile

• Proven experience in customer service, preferably in a B2B or SaaS environment.
• Strong written and verbal communication skills with an empathetic, clear style.
• Ability to build rapport quickly and manage customer relationships professionally.
• Excellent problem‑solving abilities, able to think critically under pressure.
• Familiarity with CRM tools and customer‑support software (e.g., DevRev, Superblocks, Airtable) is a plus.
• High attention to detail and a passion for delivering outstanding experiences.
• Capability to work both independently and collaboratively within a team.
• A positive, can‑do attitude with a commitment to high customer satisfaction.

Required skills

• Experience with CRM and support platforms such as DevRev, Superblocks, and Airtable.

What we offer

• Opportunities for career development and growth within the company.
• A collaborative, inclusive, and dynamic team environment.
• Flexible Time Off to recharge when needed.
• Parental Leave support for growing families.
• Health and Dental Insurance where applicable.
• Retirement Savings and Employee Incentive Plan to share in Pebl’s success.