Senior Customer Experience Specialist

Overview

About Entrupy Entrupy is a global technology company whose mission is to protect businesses, borders and consumers from transacting in counterfeit goods. Entrupy has developed a patented technology system which utilizes a combination of AI and computer vision to instantly identify and authenticate high value physical goods. Entrupy's solutions serve business customers including leading luxury brands, retailers, e-commerce marketplaces and online resellers in over 60 countries.

Entrupy is growing quickly with team members based in the US, India, Japan and Brazil. Entrupy’s solutions in market:

• Entrupy Apparel Authentication
• Entrupy Bags & Leather Goods Authentication
• Entrupy Sneaker Authentication
• Entrupy Fingerprinting

As we continue to build, we re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key role as we launch into our ambitious future. If youre invigorated by our mission, values, and drive to change the world — wed love to have you apply.

We are looking for a Senior Customer Experience Specialist to elevate how customers interact with our product and brand across the entire lifecycle - from onboarding and support to renewals and advocacy. We are seeking someone who is customer-obsessed, data-driven, and comfortable operating in a fast-growing SaaS environment where you influence outcomes without always owning direct authority.

You will work closely with Customer Success, Support, Product, Engineering, Sales, and Finance to identify friction points, improve processes, and deliver a consistently exceptional customer experience.

Your sphere of influence will include establishing customer support policies and processes, implementing customer success programs, tracking and managing customer experience metrics, optimizing and scaling customer onboarding, and minimizing churn.

You'll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.

Reports to: Customer Experience Lead

Location: United States

Location Type: Remote

• Own and continuously improve the end-to-end customer journey across onboarding, product usage, support, billing, and renewals
• Identify customer pain points and experience gaps using qualitative and quantitative data
• Own and handle customer escalations with empathy, ensuring swift resolution and a positive customer experience
• Design and implement CX initiatives that improve satisfaction, adoption, and retention

• Collect, analyze, and present customer feedback (NPS, CSAT, CES, surveys, interviews)
• Translate insights into clear, actionable recommendations for Product and Operations teams
• Partner with Product to influence roadmap decisions based on customer impact

• Act as the CX partner for Product, Engineering, and Customer Success teams
• Support customer communications around product updates, incidents, and process changes
• Help align internal teams around a customer-first mindset

• Analyze support workflows to uncover bottlenecks and drive automation or tooling solutions that improve efficiency and response quality

• 3-5 years of experience in Customer Experience, Customer Success, Support Operations, or CX Strategy, preferably in B2B SaaS
• Strong understanding of SaaS customer life cycles and subscription-based business models
• Hands-on experience with NPS, CSAT, CES, and customer feedback tools
• Proven experience working cross-functionally with Product, Engineering, and CS teams
• Strategic, analytical, process driven, and have strong growth mindset
• Strong verbal and written communication; ability to build trust with customer stakeholders
• Provide mentorship and guidance to junior agents while supporting the onboarding and ramp-up of new hires
• Ability to handle multiple priorities in a fast-paced startup environment

• Market competitive and pay equity-focused compensation structure
• Generous time away, including company holidays, paid time off, sick time, parental leave, and…