Customer Experience Specialist

Customer Experience Specialist

A high-growth, VC-backed SaaS company hiring its founding India customer experience team

Location: Remote (India)

About the Company

A high-growth, venture-backed SaaS company is building its India customer experience team and has partnered with Flexiple to hire. You will shape how early customers experience the product, with no legacy process to work around. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

Role Overview

As a Customer Experience Specialist, you will shape how early customers experience the product, turning support tickets, in-app feedback, and churn signals into a better overall journey.

Key Responsibilities

Experience Signals

• Monitor CSAT, NPS, and in-app feedback across the customer journey
• Spot patterns in support tickets that point to product or process gaps
• Build a single view of experience health for a founding team with no legacy dashboards

Journey & Process

• Work directly with product and engineering to fix recurring pain points
• Help design onboarding, activation, and support flows as the company scales
• Document processes and standards that don't yet exist

Ideal Candidate Profile

• 2 to 6 years in customer experience, customer success, or support in a SaaS or tech environment
• Comfort with ambiguity and building process from scratch
• Strong written communication and a genuine customer-first instinct
• Clear written and spoken English and a reliable remote-work setup

Preferred Qualifications

• Experience in early-stage or high-growth SaaS
• Familiarity with tools such as Intercom, Zendesk, or Amplitude
• Comfort with a partial US or UK time-zone overlap

What We Offer

• A founding customer experience seat with a high-growth SaaS company
• Remote-friendly, pan-India hiring with long-term placement
• High ownership and direct influence on product and process decisions
• One application considered for this and future matched roles

Hiring Process

HR Screening → Assignment → Leadership Round 1 → Leadership Round 2 → Culture Fit