Customer Experience Specialist

Job Summary

The Customer Experience Specialist at ZenHR is responsible for providing daily support to assigned Core customers, resolving support tickets, guiding product usage, and managing escalations. The role also involves collaborating with Consultants during account renewals and ensuring a positive customer experience.

Responsibilities

• Manage daily support activities for assigned Core accounts, including handling tickets, product guidance, training requests, and escalations.
• Resolve Tier 3 escalations and maintain progress on support tickets.
• Monitor customer satisfaction and alert Consultants and Customer Success teams about risks such as low adoption or recurring issues.
• Prepare Freshdesk tickets for escalation to Jira with detailed reproduction steps and evidence.
• Provide operational summaries to Consultants during the renewal quarter of Core accounts.
• Review monthly health scores of Core accounts in Planhat and coordinate next steps with Consultants for accounts flagged as Watch or At Risk.
• Serve as the primary operational contact during renewal quarters, supporting recovery plans and addressing open issues.
• Assess escalated Scale customers for temporary human ownership and coordinate with the Lead on the approach.

Requirements

• Bachelor’s degree in Management Information Systems, Computer Science, Human Resources, or a related field.
• 1–2 years of experience in HR systems, customer support, or technical configuration; SaaS experience preferred.
• Basic understanding of HR processes and regional labor laws, preferably in Jordan, Saudi Arabia, or the UAE.
• Strong problem-solving skills and ability to manage multiple priorities.
• Excellent communication skills in Arabic and English, both written and verbal.
• Experience with module configuration, testing, troubleshooting, queue and time management, and customer education.
• Familiarity with Freshdesk, Jira, Planhat, Zoom, and ZenHR HRMS.

What the company offers

• Flexible working hours and option to work remotely.
• Health insurance coverage starting from day one.
• Access to online and in-person mental health sessions.
• A Zen work atmosphere.
• A positive culture with great colleagues to learn from.

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