Customer Experience Specialist, Kaizo
Americas
Workforce management platform
Open for applications
Workforce management platform
1-20 employees
Open for applications
1-20 employees
Company mission
Kaizo's mission is to revolutionize customer service workforces through performance evaluation, actionable insights, QA, and gamification.
Role
Who you are
- A minimum of 2 years of experience in a customer-facing role
- Proficiency in customer activation and onboarding
- Ability to excel in a fast-paced, ever-evolving work environment
- Exceptional command of both spoken and written English, knowledge of Spanish language is a bonus
- Previous experience as a Team Lead or Quality Control Expert in customer support
- Technical proficiency with CRM tools like Zendesk, Salesforce, and Intercom — knowledge of HubSpot is a bonus
- Experience with QA tools, such as Kaizo, is a bonus
- Strong knowledge of Google Sheets or similar data tools for reporting and tracking
- Experience using Typeform, Loom, or similar tools to create interactive customer resources
- Solid understanding of online collaboration tools (Slack, Notion, Miro, etc.)
- Based in North and South America or able to work North and South American business hours
What the job involves
- As a Customer Experience Specialist for North and South America, you're the frontline hero for our customers in the North and South American regions, ensuring they seamlessly use Kaizo in their daily workflows
- You’ll be their trusted ally, helping resolve queries, sharing product insights, and fostering strong relationships
- Interact with B2B customers for additional information related to tasks and projects assigned
- Build and maintain strong relationships with B2B customers in North and South America, ensuring their satisfaction and loyalty
- Guide customers through onboarding, taking ownership of their journey and collaborating seamlessly across teams to ensure each customer achieves successful activation
- Conduct regular customer check-ins to provide support and gather valuable feedback
- Manage and enhance the Product Help Center, contributing to onboarding and support materials
- Host webinars, workshops, and group onboarding sessions tailored for North and South American customers
- Collaborate with Product and Sales teams to address customer challenges
- Collect and share customer feedback with internal teams to influence product improvements
- Proactively identify areas to enhance the customer experience and suggest solutions
- Support the creation of engaging onboarding resources, from help articles to video tutorials
- Assist in customer escalations, ensuring timely and effective resolutions
Our take
Striving to constantly improve the performance of a customer support team is an essential value for a business, but doing so requires coaching based on actionable insights. Although software that measures performance analytics and produces such insights exists, this often requires staff to work in a particular manner, and without incentive, this is often avoided.
Kaizo provides a Workforce Performance Management (WPM) platform specializing in improving customer support teams through gamification, encouraging staff to track their sales success through "missions". Through this self-tracking approach, businesses are able to capture coachable moments for staff, integrate QA into work processes, and save time on manual reporting.
WPM platforms are nothing new, but Kaizo has taken a unique approach by tapping into the fulfilling feeling that comes with gamification, using this to encourage self-reporting and workflow improvement, whilst providing the data for coachable performance analytics. The company claims that this method allows businesses to improve their customer satisfaction rates by 5%, reduce resolution time by 60%, and save 4-8 hours on reporting every week.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Apr 2022
$6.8m
SERIES B
Jun 2021
$4m
SEED
Total funding: $14.3m
Company benefits
- Personal development program
- Mentorship program
- Visa sponsorship
- Stock options
- Team activities
- Referral bonus
- Workations
- Free lunch
- Remote work
- Home office setup
- Flexible hours
- Open holiday policy
Company HQ
Weesperbuurt en Plantage, Amsterdam, Netherlands
Leadership
Christoph Auer-Welsbach
(Co-Founder)Four and a half years experience as Board Chair & Investor for DAN.COM. Co-founded Kaizo as co-CEO in 2018.
Dominik Blattner
(Co-Founder)Over four years experience as Ambassador for City AI. Co-founded Kaizo as co-CEO in 2018.
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