At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact.
Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.
NAVEX is seeking a Customer Experience Specialist to support the experience of our small and medium market customers through digital engagement, operational support, and efficient issue resolution.
In this role, you will serve a large base of customers through scalable programms, automation, and self-service resources, helping ensure customers can successfully go onboard, adopt NAVEX solutions, and access assistance when needed. As the Customer Experience Specialist, you will work as part of a collaborative team responsible for supporting approximately 5,000 customers, delivering consistent and efficient engagement without dedicated account management.
You will play an important part in maintaining customer satisfaction, identifying experience trends, and ensuring our SMB customers realize value from their NAVEX solutions.
You’ll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what’s next
What you’ll get:
- Meaningful Purpose. Your work helps organisations operate with integrity and protect their people—at a scale few companies can match.
- High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career.
- Candid, Supportive Culture. We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement.
- Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
- Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.
What you’ll do:
- Respond to customer inquiries through phone, email, chat, and digital support channels, ensuring a timely and helpful response
- Assist customers with questions related to onboarding, platform usage, and general product support
- Ensure efficient resolution of issues impacting customer experience by coordinating with internal teams when necessary
- Support digital onboarding programs and automated customer engagement campaigns designed to help customers successfully adopt NAVEX solutions
- Assist with webinar coordination, customer education sessions, and training initiatives
- Maintain and update help centre documentation, tutorials, and knowledge base articles to support customer self-service
- Promote and guide customers toward self-service resources that help them quickly resolve common questions
- Monitor trends in customer inquiries, support requests, and feedback to identify common challenges across the small-market customer base
- Surface recurring issues and insights to internal teams to help improve products, processes, and customer resources
- Coordinate internally to resolve customer challenges before they impact satisfaction or retention
- Gather feedback from small-market customers to inform improvements to product functionality, digital engagement programms, and customer education resources
What you’ll bring:
- 2+ years of experience in Customer Support, Customer Experience, Customer Success, or SaaS service roles
- Strong written and verbal communication skills with the ability to support customers across digital channels
- Experience supporting customers through phone, email, chat, or help desk platforms
- Ability to manage multiple customer inquiries while maintaining a high level of service quality
- Comfort working with digital engagement tools, help centre platforms, and knowledge base systems
- Strong attention to detail and ability to document and maintain accurate information
- Problem-solving mindset with the ability to collaborate across teams to resolve customer issues
- Comfort working in a fast-paced environment supports a high volume of customers
- Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
- AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
- Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values
Our side of the deal:
- We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way.
- The starting pay for this role is 45,000 GBP per annum with a 5% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.
Skills Required
- 2+ years of experience in Customer Support, Customer Experience, Customer Success, or SaaS service roles
- Strong written and verbal communication skills for supporting customers across digital channels
- Experience supporting customers through phone, email, chat, or help desk platforms
- Ability to manage multiple customer inquiries while maintaining high service quality
- Comfort working with digital engagement tools, help center platforms, and knowledge base systems
- Strong attention to detail and ability to document and maintain accurate information
- Problem-solving ability and willingness to collaborate across teams to resolve customer issues
- Comfort working in a fast-paced, high-volume customer environment
- Comfort working in a candid environment that values innovation, healthy debate, and follow-through
- Curiosity and willingness to use AI and emerging technologies
- Ability to leverage job competencies and champion company values
NAVEX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NAVEX and has not been reviewed or approved by NAVEX.
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Leave & Time Off Breadth — Leave programs include flexible or unlimited PTO, company holidays, bereavement leave, and a branded Life Leave for major life events. These options are positioned to support taking time away when needed.
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Parental & Family Support — Parental benefits include paid maternity, paternity, and adoptive leave with extended time off. Additional support such as lactation facilities and maternity leave coaching is also offered.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include an Employee Assistance Program and a wellness program with meditation sessions and challenges. Employee resource groups and volunteer opportunities add community and personal development support.
NAVEX Insights
What We Do
At NAVEX, we believe a thriving future begins with smart governance, risk and compliance decisions today. NAVEX was the first organization in the world to offer whistleblower helplines through our EthicsPoint® hotline and incident management software. We also launched the nation’s first compliance-focused eLearning solution. For more than 35 years, we’ve worked with global organizations to provide a comprehensive suite of solutions to manage their GRC programs. Over 13,000 companies worldwide trust NAVEX GRC software to protect their reputation, people and assets. Join our team
