Customer Experience Specialist

Job Title: Customer Experience Specialist

Location: Bangalore, (Hybrid/On-site)

About JFrog:

At JFrog, we're reinventing DevOps to help the world's greatest companies innovate - and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit, and just all-around great people. Here, if you're willing to do more, your career can take off. And since software plays a central role in everyone's lives, you'll be part of an important mission. Join us in our journey

About the Role:

We are seeking a highly motivated and customer-centric Customer Experience Specialist to be the ultimate custodian of our customer experience. As a key member of our global Customer Experience team, you will be the first point of contact for customers seeking assistance. You will work as an integral part of a cross-functional team that includes Customer Support, Sales, Customer Success, Marketing, and others to ensure an unbeatable customer experience. This is a dynamic and fast-paced environment where your dedication and willingness to go the extra mile will be highly valued.

As a Customer Experience Specialist, you will be an integral part of our 24/7 follow-the-sun support structure, ensuring that every customer inquiry is handled with efficiency and care. Your role will be pivotal in delivering an unbeatable customer experience by acting as the gatekeeper of our multiple support queues, championing service-level agreements, and ensuring seamless case management.

As a Customer Experience Specialist at JFrog, you will:

• Prime responsibility to ensure an exceptional Customer Experience.
• Monitor incoming cases and provide excellent customer service through multiple channels of communication.
• Be responsible for providing both reactive and proactive service to JFrog's customers.
• Serve as the primary liaison between Customer Support and the Sales teams.
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.
• Serve as the first point of contact for customers seeking assistance via email/call, ensuring a prompt and professional response.
• Monitor and triage incoming cases, assigning them to the appropriate teams or individuals.
• Take ownership of non-technical/partially technical customer cases, working towards a swift and effective resolution.
• Provide both reactive and proactive services, anticipating customer needs and enhancing their experience with JFrog.
• Liaise between Customer Success and Sales teams, ensuring alignment and smooth collaboration.
• Advocate for customers, identifying trends in issues and recommending improvements to policies, processes, and products.
• Ensure a seamless shift handover, maintaining continuity in customer support operations.

What You Need to Succeed as a Customer Experience Specialist at JFrog:

• At least 2 years of customer service experience in a fast-paced environment.
• Experience using Salesforce is a must.
• Flexibility in working hours: While we strive to maintain consistent schedules, there may be occasional requests for hours outside of specified shift timings to accommodate global team needs and critical customer situations. Your flexibility and commitment to delivering outstanding customer service, even during peak periods, will be highly valued. 
• A service-oriented mindset, with a passion for customer care and resolution.
• Impeccable English (verbal & written) with strong communication skills.
• Ability to prioritize and handle cases with urgency, ensuring all inquiries are addressed optimally.
• Meticulous attention to detail, with strong organizational skills and a proactive approach.
• A team player with a self-motivated attitude and a commitment to excellence.
• Flexibility to work during night/day/blended shift hours and overtime as needed.
• Flexibility to work on the weekends with maximum 5 days of work per week.
• Minimum 3 days work for office is compulsory.
• A thorough understanding of prioritization and a keen sense of urgency.
• Willingness to work with global teams: Our Customer Care team operates globally, and collaboration across time zones is key to our success.

Why JFrog?

This is an exciting opportunity to join a growing company at the forefront of the DevOps revolution. You'll be part of a supportive and collaborative global team, with opportunities for professional growth and development.