Customer Experience Specialist

Customer Experience Specialist

About Record360

At Record360, we create straightforward software that simply gets the job done. Our goal is empowering companies to safeguard and oversee high-value inventory, like machinery, heavy vehicles, and automobiles, through seamless digital inspections while establishing deep trust with their clientele. We are dedicated to delivering outstanding user experiences, crafting intuitive products, and helping our team members thrive both personally and professionally. Today, our asset management platform powers thousands of rental operations, and our footprint continues to expand rapidly.

As our UK customer base grows, we're creating a single go-to person for UK customers: someone who owns the customer relationship from implementation through ongoing support. 

What You'll Do

• Own the full implementation journey for UK customers - from kickoff and configuration through training and go-live (roughly 70% of your time)

• Deliver responsive, front-line support to UK customers during UK business hours (roughly 30% of your time)

• Serve as the single point of contact for UK customer experience, so customers always know who to call

• Build lasting relationships with customers and become a trusted advisor on how they run their business in our software

• Translate customer business needs and processes into product configuration and workable solutions

• Learn and perform system configuration work, including JSON-based configuration - we'll teach you everything you need on the job

• Join the UK team on customer site visits and in-person demos

• Partner closely with US-based implementation and support colleagues on handoffs, escalations, and coverage across time zones

• Juggle multiple implementations and support requests at once, keeping every customer moving forward

• Spot recurring customer pain points and feed process improvements back to the product and CX teams

What You Bring

• Minimum of 1 year in a customer-facing role - implementation, onboarding, or customer success role

• A track record of either guiding customers through full implementation journeys, and thriving in high volume, fast paced support environments

• Strong soft skills: you build rapport quickly, communicate clearly, and stay calm when customers are stressed

• Comfort talking business processes, you can ask the right questions and map what a customer does to what the software can do

• Technical aptitude and curiosity to learn configuration work 

• Proven ability to multitask and prioritize across competing demands without dropping balls

• Self-sufficiency, you'll be the UK owner of this work, collaborating with teammates in other time zones

• Genuine enthusiasm for both sides of the role: project-driven implementation work and day to day customer support

• Preferred: experience in rental, construction, field services, or B2B SaaS

 Benefits: Dental scheme, discounted gym memberships, Pension scheme, life assurance, cycle2work scheme