Customer Experience Specialist

About Guidde

Guidde is an AI digital adoption platform that transforms workflows into rich, multi-format documentation using generative AI. Founded in 2020, Guidde helps teams scale knowledge across employees, customers, and AI systems, providing instant, in-app video guides.

What will you do?

• Support customers by answering product questions, troubleshooting issues, and ensuring they get the most out of Guidde
• Work closely with the CX Team Lead and teammates to implement strategies that enhance customer satisfaction
• Gather customer feedback and collaborate with Product and Engineering to drive platform improvements
• Create and maintain internal and customer-facing documentation to improve knowledge sharing and self-service options
• Identify patterns in customer needs and help influence improvements to both support processes and product experience

What You'll Need to Thrive in?

• 2+ years of experience in customer support in a SaaS start-up
• Native-level English (spoken and written) with excellent communication skills
• Strong analytical and troubleshooting abilities, with a proven knack for problem-solving
• Empathy and the ability to “read between the lines” to understand customer needs beyond what is written
• A passion for mastering the product and providing clear, effective guidance to customers
• Ability to work independently, take initiative, and proactively tackle challenges

Bonus

• Experience with video platforms, Intercom, JIRA, HubSpot, or working in a remote environment

Pay

The salary range offered to this position is $55,000 - $70,000 OTE.