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Salary: USD 55,000 - 70,000 / annual
Guidde is an AI-powered digital adoption platform that helps organizations create and share rich, multi-format documentation using generative AI. The platform transforms workflows into in-app video guides, serving over 5,000 organizations globally from startups to Fortune 500 companies.
As a Customer Experience Specialist, you will be the frontline support for Guidde customers, handling product questions, troubleshooting issues, and ensuring customers maximize platform value. You'll work closely with the CX Team Lead and cross-functional teammates to implement strategies that enhance customer satisfaction and retention.
Key responsibilities include:
- Providing responsive, empathetic customer support via multiple channels
- Troubleshooting technical and product-related issues
- Gathering and synthesizing customer feedback to inform product improvements
- Creating and maintaining internal and customer-facing documentation
- Identifying patterns in customer needs and collaborating with Product and Engineering teams
- Proactively suggesting process improvements and platform enhancements
You'll need 2+ years of customer support experience in a SaaS startup environment, native-level English proficiency, strong analytical and troubleshooting skills, and genuine empathy for customer challenges. Experience with video platforms, Intercom, JIRA, HubSpot, or remote work is a plus.
The role is hybrid based in NYC with flexible arrangements, working 9 AM–5 PM ET. Guidde values doers who listen, collaborate, and take initiative—blending startup agility with team-oriented execution.
