Customer Experience Specialist


We are looking for enthusiastic self-starters to join the Customer Experience (CX) Team of our quickly-growing startup.
As part of the CX Team, you will be a crucial part of the company. Your insights, feedback and understanding of our customers’ needs will drive every part of the business, helping everyone to continue innovating and advancing our products. The CX Team is Smart Nora’s eyes and ears, interacting with thousands of customers around the world.
We are an ambitious, tight-knit team, with an open work environment and a self-directed approach. We take a lot of pride in our individual work and hold one another accountable for producing great work. If you’re interested in joining a startup with strong ties to the tech, design, hardware, IoT and consumer health communities, read on for how you can apply.
This role is open to mid-level candidates who are excited to grow with our company.
Essential Job Duties
  • Have conversations with Nora’s customers through Zendesk, Social Media and other channels. You’ll be fielding questions from a global customer base on a number of issues, from product education and adoption, to troubleshooting and customer support.
  • Advocate for customer needs within the team, providing your insights and feedback from customer interactions.
  • Develop a framework for identifying possible Nora brand ambassadors and champions. Grow our audience on various communication channels and collaborate with the team’s Marketing Lead.
  • Collaborate with Nora’s Operations Lead to build a customer experience infrastructure for the company.
  • Learn about sleep, snoring and designing for sleep in the digital age.
Qualifications / Ideal Candidate
  • Experience in a customer, client or vendor facing role.
  • Good understanding of the customer experience journey and how it can transform a business.
  • Eager to develop an infrastructure for supporting and delighting customers.
  • Excellent problem solving skills and an ability to read in between the lines. Because sometimes, customers don’t know how to exactly describe their problems or needs.
  • Empathy and the ability to understand the needs of an international customer-base (ie: you have no problem speaking to customers whose first language isn’t English).
  • Tech savvy and comfortable with using social media; bonus if you have experience growing audiences on social media and other channels.
  • Strong project management and organizational skills.
  • Commitment to building a global, sleep technology company.
HOW TO APPLY
Please send your CV to careers@smartnora.com with the subject line: "Customer Experience Specialist" and include your responses to the following questions:
a) Tell us about your Customer Happiness philosophy in a few of sentences.
b) What are three customer engagement initiatives you would be excited to implement with Nora's customers? This can be on any social media platform or on our website.