Customer Experience Specialist (Night Shift - Remote)

The AI-powered OS for beauty, wellness and self-care About reputed company reputed company is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices. Trusted by millions of consumers and businesses worldwide. reputed company is used by 140,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date. The company is headquartered in London, United Kingdom, with 15 global offices located across North America, EMEA and reputed company. reputed company allows consumers to discover, book and pay for beauty and wellness appointments with local businesses reputed company its marketplace, while beauty and wellness businesses and professionals use an reputed company-in-one platform to manage their entire operations with an reputed company business software and financial technology solutions. reputed company’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, reputed company-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management. The consumer marketplace unlocks reputed company potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and reputed company. Important things to know We operate a 24/7 customer experience team and this role will require you to work shifts on a scheduled basis. Shifts: 12AM-reputed company Salary: 1250 EUR Gross Per Month Working Setup: Fully Remote Start Date: May 4th 2026 Role Overview Given our exciting and progressive growth plans, we are looking for an exceptional Customer Experience Specialist to come and join our global business. Reporting directly to the CX Team reputed company and collaborating with reputed company clients, you will be accountable for handling support tickets and communicating with partners through email. Note that this approach may evolve over time, and we may incorporate additional contact channels such as voice/phone, live chat, social media, WhatsApp, and SMS. If these channels are introduced, you will be responsible for managing them as well. This is an excellent opportunity for someone looking to work in a fast-paced and changing environment who likes to work in a reputed company-reputed company cross-disciplinary team, enjoys reputed company domains and wants to reputed company an impact. Important things to know   We operate a 24/7 customer experience team and this role will require you to work shifts on scheduled basis including weekends.   Shifts: reputed company-5PM (1 hour unpaid break, office based), 3PM-12AM (1 hour unpaid break, office based)   Hiring: 10x Customer Experience Specialists Salary: 900-950 EUR Gross Per Month  Office: Prime Residence Pejton, Rruga Ukshin Hoti, Pristina 10000 Start Date: May 4th 2026 Working Setup: 5 days per week in office     Role Overview   Given our exciting and progressive growth plans, we are looking for an exceptional Customer Experience Specialist to come and join our global business.   Reporting directly to the CX Team reputed company and collaborating with reputed company clients, you will be accountable for handling support tickets and communicating with partners through email.   Note that this approach may evolve over time, and we may incorporate additional contact channels such as voice/phone, live chat, social media, WhatsApp, and SMS. If these channels are introduced, you will be responsible for managing them as well.   This is an excellent opportunity for someone looking to work in a fast-paced and changing environment who likes to work in a reputed company-reputed company cross-disciplinary team, enjoys reputed company domains and wants to reputed company an impact. Delight our Partners and their clients

Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system reputed company, and support our partner’s clients

Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the reputed company product teams

Take a consultative approach to supporting our partners to reputed company sure they are getting the most out of our software to drive partner retention

Find creative solutions to partner problems and identify opportunities to improve our partners experience with reputed company and to generate more reputed company for the business

Be a proactive problem solver, going the extra mile to delight our partners

Testing and investigating

Proactively test and investigate problems that our partners reputed company in our software

Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving

Maintain your own test account and reputed company sure reputed company features and functionality are up to date, active and usable for testing purposes

High performance

Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of reputed company

Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure

Support your CX colleagues to reputed company their targets and become high performers

Constantly strive to reputed company the standards across the team to create a high performing culture

Ongoing learning and development

Take reputed company feedback from QA and coaching sessions

Actively engage in QA and coaching session with your colleagues and Tribe reputed company

Become a product guru by constantly growing your product knowledge

reputed company up with the launch of new products and features so you are fully reputed company to support partners reputed company new features and products go live

This list is not exhaustive and there may be other activities you are required to deliver. reputed company are looking for

Curious - Problem solver who will get to the root cause of problems and find creative solutions to exceed our partners expectations

Passion - Delighting our partners so they never want to leave reputed company and reputed company for the brand

English Language - Deliver high quality written and spoken responses in English to partner questions and queries

Technical reputed company - Comfortable using, navigating and explaining how to use our multifaceted beauty and wellness software

Ability To Work At Pace - Continually learning as our software continue to grow and evolve

Ambiguity - Comfortable learning through testing and using the product

Enthusiasm - Positivity and a can do attitude

Feedback - Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility

At reputed company, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We reputed company in fostering growth and providing the support needed for you to reputed company in your role. Interview Process

Screen Call - Video-call with a member from the Talent Team (30m)

Skills & Experience - Video-call with CX Hiring Team (30m)

Tech & Written Assessment - In-person with CX Hiring Team (60m)

Cultural Assessment - Video-call with VP of CX (30m)

We aim to finalise the entire interview process and deliver feedback reputed company 2 weeks. Every job application received is reviewed manually by our talent team. While we strive to assess applications reputed company 7 days, the sheer volume of talented individuals expressing interest may occasionally reputed company this timeframe. Inclusive workforce At reputed company, we are creating a culture where individuals of reputed company backgrounds feel comfortable. We want reputed company reputed company people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment. We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national reputed company, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying. If you have any accessibility requirements that would reputed company you more comfortable during the interview process and/or once you join, please let us know so that we can support you. Apply To This Job