Customer Experience Specialist

Job description

Role Overview Customer Experience Specialists serve as the primary point of contact for support across a range of Citizen stakeholders, including enterprise customers, paid subscribers, app users, video creators, and external partners. In this role, you will deliver high-quality support that ensures a consistent and positive customer experience. This position requires strong judgment, the ability to operate effectively in high-volume, real-time environments, and close collaboration with cross-functional teams. You will play a key role in maintaining a seamless experience while driving customer satisfaction, retention, and growth. Key Responsibilities: Enterprise Customer Support: Support the full enterprise customer lifecycle, owning the end-to-end customer experience from trial through renewal to ensure long-term success and satisfaction. Provide hands-on support for enterprise customers during onboarding, including structured trial education to ensure stakeholders understand product value, use cases, and success criteria from day one. Guide customers through implementation, coordinating with cross-functional teams to ensure seamless setup. Deliver ongoing product education throug...