Customer Experience Specialist, 1X

• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers at all stages of the customer journey
• Ability to manage multiple tasks and prioritize effectively, from conducting demonstrations to handling customer issues and overseeing order fulfillment
• Adaptable and flexible, with the ability to work across various customer interaction points, including sales, support, and fulfillment
• A proactive and solutions-oriented approach to customer interactions, with a focus on ensuring a positive experience
• Comfortable working in both a retail environment and at customer events, with the ability to travel as needed
• An interest for technology and an eagerness to learn about our products and how they improve customers' lives. No previous technology experience required
• Ability to work shifts

Desirable

• As we scale from research and development to full-scale manufacturing, we seek versatile and motivated Customer Experience Specialists who can support customers on their journey to ownership, from in-person demonstrations to post-purchase support
• The Customer Experience Specialist will be key contributor in all our customer interactions, working in our showroom and a variety of events
• This role requires versatility as you’ll engage with customers at multiple touch-points—from demonstrating our robots to providing support, answering and making customer calls, etc.
• You’ll be a crucial part of ensuring customers have a smooth and enjoyable experience with our products, from first interaction to delivery and beyond
• Conduct engaging and informative product demonstrations for potential customers, showcasing the capabilities and benefits of our robots from our retail spaces or customer-facing events
• Participate in call campaigns to follow up on leads, engage prospective customers, and ensure a personalized experience to ownership
• Provide responsive and helpful support to customers pre and post-purchase, troubleshooting issues and answering questions to ensure their satisfaction and support operational processes
• Oversee and execute the fulfillment process, coordinating with logistics, service and operations to ensure timely and accurate delivery of robots to customers
• Maintain proactive communication with customers throughout the sales and fulfillment process, keeping them informed of their order status, delivery timelines, and providing post-delivery follow-ups
• Keep detailed and accurate records of customer interactions, ensuring all communications are logged and tracked in the CRM system for future reference
• Work closely with sales, operations, and service teams to ensure a seamless and coordinated customer experience across all stages of their journey
• Be a team player with a can-do attitude ready to support in new challenges in an evolving environment

• Introductions - interviews to learn more about you and talk about 1X and the role
• Interview with a member of the Talent Acquisition team
• Hiring manager / senior team member / technical interview
• Team interviews - technical interviews and deep-dives with team members. May include a take home challenge, presentation or problem-solving exercise
• Technical deep-dive conversation with a team member
• Onsite interviews with team members
• Final Interview Stage - we move you to our final round
• Expectation management with the hiring manager
• We will conduct reference checks
• Job offer conversation
• Depending on the role and your background, additional interviews may be added
• You are also welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process