Senior Customer Engagement Specialist

Nutritics is redefining how hospitality and food service businesses operate. We give organisations complete clarity and control over their food, menus, supply chains, and environmental impact. Trusted by 500+ customers worldwide, from contract caterers and restaurant groups to healthcare and education providers, we are the platform of choice for businesses that take food data seriously.

Backed by PE investment, we're scaling rapidly across UK&I and entering the US market. Our ambition: to become the world's most trusted food information platform.

This is a pivotal hire as Nutritics embarks on its next transformational step as we continue to scale in the UK & grow into the United States.

As a Senior Customer Engagement Specialist, you will play a key role in delivering a proactive, scalable and high quality customer experience for Nutritics customers across North America.

Working across an assigned customer base, you will combine responsive customer support with proactive engagement to help customers adopt Nutritics effectively and realise ongoing value from the platform. You will monitor customer engagement and usage, identify customers who may require additional support, and take appropriate action or elevate risks where necessary.

As a senior member of the Customer Engagement team, you will also act as a point of support for colleagues, contribute to continuous improvement of our processes and resources, and help shape how we deliver Customer Engagement as our North American customer base grows.

• Provide timely, professional and empathetic support to customers across agreed channels, including email, phone and live chat.
• Proactively investigate, replicate, and troubleshoot technical issues reported by customers, collaborating with Product and Engineering to identify root causes and deliver timely solutions.
• Take ownership of customer queries through to resolution, coordinating with internal teams or escalating where appropriate.
• Act as a senior point of support for more complex customer queries and situations.
• Develop strong product knowledge to provide accurate guidance and help customers use Nutritics effectively.
• Ensure customers receive a consistently high-quality experience throughout their interactions with Nutritics.
• Maintain accurate and timely records of customer interactions, actions and outcomes within relevant internal systems.
• Provide cross-regional customer coverage during North American working hours, supporting UK and global customers where required to ensure continuity of service outside the UK team's core operating hours.
• Share relevant customer insights with Customer Success, Product, Sales, Solutions and other internal teams to support continuous improvement.
• Ensure customer information, engagement activity, health indicators and actions are accurately maintained within Client Success, Salesforce and other relevant systems.
• Support the development and improvement of customer resources, knowledge content, playbooks and engagement processes.
• Provide insight into North American customer needs and emerging trends as Nutritics continues to grow in the region.
• Support the Head of Customer Engagement with the implementation of new CE initiatives, systems, automation and customer engagement programmes.

At Nutritics, growth is built into how we operate and we believe that the best way for our business to grow is for our people to grow. As we scale internationally with the backing of private equity investment, we create real opportunities for people to stretch their skills, take on new challenges, and shape the future of our platform and our industry.

You can expect:

• Impact and Recognition: Join a team delivering significant global growth where you can feel and see the direct impact of your individual contributions.
• Expert
  
  Collaboration:
  
  Learn from working alongside an experienced management team and market leading clients around the world.
• Structured Growth: Benefit from bi-annual performance reviews and a personalised career development plan tailored to your ambitions.
• Mentorship and
  
  Coaching:
  
  Access ongoing support and opportunities to expand your responsibilities as the business scales.
• Global Pathways: Take advantage of clear progression routes into senior leadership and specialist roles as we continue our international expansion.

• 2+ years' experience in Customer Engagement, Customer Success, SaaS customer support or a similar customer-facing role, ideally within a…