Customer Experience Specialist

About Guidde Guidde is an AI digital adoption platform that serves as the creation and consumption hub for modern organizations. Founded in 2020 by seasoned entrepreneurs, we use generative AI to transform workflows into rich, multi-format documentation in minutes. Our platform helps teams scale knowledge across employees, customers, and even AI systems, turning everyday processes into instant, in-app video guiddes that live where work actually happens. More than 5,000 organizations worldwide, from fast-growing startups to Fortune 500 enterprises, rely on Guidde to reduce support load, accelerate onboarding, and make knowledge accessible on demand. We’re building the future of knowledge creation, sharing, and experience. The Ideal "Guidder" is like our platform - clear, impactful, and focused on delivering value. We blend a startup environment with sports team principles - strategic in planning, collaborative in execution, and obsessed with customer wins. We value doers who listen more than they talk and who show up ready to play their best game. Ready to make your mark on our roster? Go Guidde! If solving problems excites you, taking initiative comes naturally, you thrive as part of a team, and you bring excellent communication and troubleshooting skills, your place is with us! Work Hours: 9 AM – 5 PM ET Eligibility: Applicants must have legal authorization to work in the U.S. without sponsorship What will you do? • Support customers by answering product questions, troubleshooting issues, and ensuring they get the most out of Guidde • Work closely with the CX Team Lead and teammates to implement strategies that enhance customer satisfaction • Gather customer feedback and collaborate with Product and Engineering to drive platform improvements • Create and maintain internal and customer-facing documentation to improve knowledge sharing and self-service options • Identify patterns in customer needs and help influence improvements to both support processes and product experience What You'll Need to Thrive in? • 2+ years of experience in customer support in a SaaS start-up • Native-level English (spoken and written) with excellent communication skills • Strong analytical and troubleshooting abilities, with a proven knack for problem-solving • Empathy and the ability to “read between the lines” to understand customer needs beyond what is written • A passion for mastering the product and providing clear, effective guidance to customers • Ability to work independently, take initiative, and proactively tackle challenges Bonus: • Experience with video platforms, Intercom, JIRA, HubSpot, or working in a remote environment Your journey with Guidde • Leave Your Mark: Contribute meaningfully to our growth story. • Work Your Way (Hybrid): Enjoy a flexible work arrangement based in NYC. • Innovate Together: Be part of a collaborative and forward-thinking team. • Fuel Your Growth: Access opportunities for professional development and advancement. • Your Value Matters: Receive a competitive compensation and benefits package. • Salary Range offered to this position is $55,000 - $70,000 OTE. We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and are enthusiastic about making software toolmaking ubiquitous, we want to hear from you!