As we continue to build...
We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the Team/Role
Entrupy Inc. is seeking a full-time remote Customer Experience Agent. The Customer Experience Agent position is a salaried position. You will be trained on how to assist customers via phone, email, our in-app chat, and our CRM platform. This position also includes conducting in-person customer trainings through Google Meet, where you walk the customer through how to use the device and go over FAQs. You will be responsible for meeting and exceeding SLA’s through quality and efficient processing.
Reports to: Customer Experience Lead
Location: Europe (pref UK)
Location Type: Remote
What you'll do:
- Monitor all customer-facing platforms (chat, email, phone, website contact form, etc) to resolve customer issues and conduct customer outreach as needed.
- Maintain high operational standards by consistently achieving target performance metrics across First Response Time, QA quality scores, CSAT, and Full Resolution Time.
- Work closely with the authentication operations teams to provide support for timely and accurate result delivery.
- Collaborate with internal stakeholders, such as Sales, Billing, Product, and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner.
- Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations
- Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience.
- Monitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value
- Create and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves
- Represent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience.
What you bring
- Proficient in Italian and French
- At least 3 years of experience in customer support.
- Time management skills in prioritizing daily tasks
- Detail-oriented with strong organizational skills
- Strong oral and written communication skills with empathy and problem-solving mindset
- Ability to work in a fast-paced environment
- Tech-savvy and solutions-oriented
- Effectively communicate technical concepts to audiences of varying technical ability
- Experience in B2B SaaS Customer Support is a plus
- Desired Language Support:
- English / Italian / French
What we offer
- Market-competitive compensation structure
- Generous time away, including company holidays and more!
- Opportunity to be part of the diverse and growing team across Japan,UK, US, India, Austria, SEA, Poland and Brazil.
We have had an incredible run so far and are laying the foundation for a culture that is fast-paced, entrepreneurial, and rooted in passion, kindness, and positivity. We live by these values – we hire by them, promote them, and celebrate them every day.
Please apply if you want to be a part of a collaborative and dynamic team with a passion for working with high-end luxury brands and cutting-edge technology, and want to be at the forefront of AI innovation.
Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
Skills Required
- Proficient in Italian and French
- At least 3 years of experience in customer support
- Experience conducting customer trainings via video conferencing (e.g., Google Meet)
- Experience using CRM and customer support channels (chat, email, phone)
- Strong oral and written communication with empathy and problem-solving mindset
- Ability to effectively communicate technical concepts to non-technical audiences
- Time management, prioritization, and strong organizational attention to detail
- Ability to work in a fast-paced environment and meet SLA/CSAT targets
- Tech-savvy and solutions-oriented
- Experience in B2B SaaS customer support
What We Do
Entrupy is the only company using artificial intelligence to instantly authenticate luxury handbags and accessories. Our mission is to become the Verisign of physical goods to attack the $1.7 trillion sales of counterfeit goods globally. Entrupy’s authentication service uses patented computer vision algorithms and microscopy to bring trust to transactions of high-value physical goods. Currently in use by hundreds of secondary resellers and marketplaces worldwide, Entrupy provides the only independent, scalable technology capable of objectively authenticating luxury products.
