About the role

Customer Experience Specialist providing technical support for SMB and Enterprise customers in the Customer Success department at Trulioo. Ensuring high customer satisfaction and collaboration with various teams.

Responsibilities

Provide technical support and services to our SMB and Enterprise customers in a timely manner
Provide an exceptional customer service experience to ensure Trulioo maintains our position as the leading trusted expert in Identity Verification
Achieve high customer satisfaction by effectively and proactively troubleshooting and correcting any issues
Configure and troubleshoot Trulioo products and services with exceptional attention to detail and adherence to our SLAs
Respond to all internal and external stakeholder questions and concerns with a high level of professionalism
Collaborate with other departments, including Vendor Management and Datasource Monitoring teams, in order to resolve issues
Contribute to customer success initiatives when needed
Performs client due diligence on new and existing accounts to ensure all accounts are in accordance with the Compliance policies and procedures
Conducts regular audits on existing accounts for quality assurance
Utilize Generative AI assistants to draft clear, accurate, and highly professional responses to internal and external stakeholder questions, ensuring improved response times without sacrificing quality.
Collaborate with cross-functional teams to train, test, and optimize internal AI support bots or help-center resources based on real-world customer interactions.
Audit AI-generated outputs and automated client due diligence workflows to ensure strict adherence to Trulioo's Compliance policies and quality assurance standards.

Post-Secondary Degree or combination of desired experience and education
2-5 years of experience in a customer-facing role; experience within a technical, fast-paced start-up environment is an asset
Experience supporting users on a SaaS platform using APIs
Experience utilizing Generative AI tools (e.g., ChatGPT, Claude, Gemini, internal AI copilots) to enhance personal productivity, optimize workflows, or improve customer communication.
Ability to think critically, troubleshoot proactively, and solve complex problems
Capability to excel in a data-driven, metrics-oriented environment
Comfortable working both independently and in a team environment, including supporting projects with remote employees in other offices
Strong aptitude with an ability to learn new technologies quickly
Strong customer service orientation with excellent listening, verbal, and written communication skills
Strong problem-solving skills with the ability to effectively prioritize and execute tasks while under pressure
Meticulous attention to detail
Mastery of Office Suite (MS or Google), in particular with MS Excel
Written and verbal English proficiency

Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency).
Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events.
Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized.
Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies.