Customer Experience Specialist I

About this role

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 you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply. About the Team/Role Entrupy Inc. is seeking a full-time remote Customer Experience Agent. The Customer Experience Agent position is a salaried position. You will be trained on how to assist customers via phone, email, our in-app chat, and our CRM platform. This position also includes conducting in-person customer trainings through Google Meet, where you walk the customer through how to use the device and go over FAQs.

You will be responsible for meeting and exceeding SLA’s through quality and efficient processing. Reports to: Customer Experience Lead Location: United Kingdom Location Type: Remote What you'll do: Monitor all customer-facing platforms (chat, email, phone, website contact form, etc) to resolve customer issues and conduct customer outreach as needed. Maintain high operational standards by consistently achieving target performance metrics across First Response Time, QA quality scores, CSAT, and Full Resolution Time.

Work closely with the authentication operations teams to provide support for timely and accurate result delivery. Collaborate with internal stakeholders, such as Sales, Billing, Product, and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner. Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience.