Customer Experience Specialist

About Isolocity
We are a growing B2B SaaS company seeking a Customer Experience Specialist with experience in Quality Assurance processes, particularly within software-based systems. Isolocity provides quality management software to industries such as Manufacturing, Vape, Food, Health Sciences, and Cannabis, helping organizations streamline compliance and improve operational efficiency.

The Ideal Candidate
We are looking for a motivated, detail-oriented, customer-focused individual who can support onboarding, troubleshoot issues, and understand customer needs and priorities. You will guide customers through the self-service learning path, host Q&A sessions, monitor onboarding progress, and continually improve the onboarding experience. You will also provide ongoing support throughout the customer lifecycle to ensure long-term success.

This role includes supporting the custom configuration of each client’s quality management system, importing quality data, and delivering platform support. You will act as a key partner in customer satisfaction during onboarding and assist existing customers with day-to-day questions to ensure confident, effective use of the platform.

Key Traits & Requirements

Background in Quality Assurance or compliance using a QMS

Strong attention to detail and data accuracy

Excellent organization and time‑management skills

Ability to work independently and collaborate in a remote team

Strong written and verbal communication

Proactive in managing responsibilities and tracking client progress

Self‑motivated with strong attention to detail

Comfortable handling multiple tasks in a growing company

Responsibilities

Recommend custom QMS configurations within the platform

Perform quality checks to ensure data integrity

Update internal Client Health trackers and flag risks

Deliver virtual product Q&A sessions during onboarding

Proactively follow up with customers to maintain timelines

Escalate at-risk projects through proper channels

Triage and respond to support desk inquiries

Monitor Self‑Service training reports to ensure client progress

Perks

Full remote work opportunity — we are a virtual business

Flexible hours — we measure KPIs, not clock‑punching

Health Insurance + Health Spending Account (HSA)

Fun and supportive environment

Performance‑based bonus

Opportunity to be part of a growing team and business

Quarterly in‑person sync‑ups to meet colleagues, align on strategy, and celebrate win

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