Overview
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 youre invigorated by our mission, values, and drive to change the world — wed love to have you apply.
The Team / Role We are looking for a Senior Customer Experience Specialist to elevate how customers interact with our product and brand across the entire lifecycle - from onboarding and support to renewals and advocacy. We are seeking someone who is
customer-obsessed, data-driven, and comfortable operating in a fast-growing SaaS environment
where you influence outcomes without always owning direct authority.
You will work closely with
Customer Success, Support, Product, Engineering, Sales, and Finance
to identify friction points, improve processes, and deliver a consistently exceptional customer experience.
Your sphere of influence will include establishing customer support policies and processes, implementing customer success programs, tracking and managing customer experience metrics, optimizing and scaling customer onboarding, and minimizing churn.
You'll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.
Reports to:
Customer Experience Lead
Location:
United States
Location Type:
Remote
What you’ll do
Own and continuously improve the end-to-end customer journey across onboarding, product usage, support, billing, and renewals
Identify customer pain points and experience gaps using qualitative and quantitative data
Own and handle customer escalations with empathy, ensuring swift resolution and a positive customer experience
Design and implement CX initiatives that improve satisfaction, adoption, and retention
Voice of Customer & Insights
Collect, analyze, and present customer feedback (NPS, CSAT, CES, surveys, interviews)
Translate insights into clear, actionable recommendations for Product and Operations teams
Partner with Product to influence roadmap decisions based on customer impact
Cross-Functional Collaboration
Act as the CX partner for Product, Engineering, and Customer Success teams
Support customer communications around product updates, incidents, and process changes
Help align internal teams around a customer-first mindset
Process & Optimization
Analyze support workflows to uncover bottlenecks and drive automation or tooling solutions that improve efficiency and response quality
Skills & Qualifications
3-5 years
of experience in Customer Experience, Customer Success, Support Operations, or CX Strategy, preferably in B2B SaaS
Strong understanding of SaaS customer lifecycles and subscription-based business models
Hands-on experience with NPS, CSAT, CES, and customer feedback tools
Proven experience working cross-functionally with Product, Engineering, and CS teams
Strategic, analytical, process driven, and have strong growth mindset
Strong verbal and written communication; ability to build trust with customer stakeholders
Provide mentorship and guidance to junior agents while supporting the onboarding and ramp-up of new hires
Ability to handle multiple priorities in a fast-paced startup environment
What we offer
Market competitive and pay equity-focused compensation structure
Generous time away, including company holidays, paid time off, sick time, parental leave, and more
Rich medical benefits and insurance coverage
3.5% 401k match
Dedicated mental health support for employees and eligible dependents
Salary Range $40,000 - $80,000 a year
This is an exempt salaried position. The starting salary for this role is between $40,000 - $80,000, depending on skills and experience. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on several factors, including experience level, skill set, and balancing internal equity relative to peers at the company. Based on these factors, we expect most of the candidates offered roles at our company to fall healthily throughout the range. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If so, the updated salary range will be communicated to you as a candidate.
Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
#J-18808-Ljbffr
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 youre invigorated by our mission, values, and drive to change the world — wed love to have you apply.
The Team / Role We are looking for a Senior Customer Experience Specialist to elevate how customers interact with our product and brand across the entire lifecycle - from onboarding and support to renewals and advocacy. We are seeking someone who is
customer-obsessed, data-driven, and comfortable operating in a fast-growing SaaS environment
where you influence outcomes without always owning direct authority.
You will work closely with
Customer Success, Support, Product, Engineering, Sales, and Finance
to identify friction points, improve processes, and deliver a consistently exceptional customer experience.
Your sphere of influence will include establishing customer support policies and processes, implementing customer success programs, tracking and managing customer experience metrics, optimizing and scaling customer onboarding, and minimizing churn.
You'll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.
Reports to:
Customer Experience Lead
Location:
United States
Location Type:
Remote
What you’ll do
Own and continuously improve the end-to-end customer journey across onboarding, product usage, support, billing, and renewals
Identify customer pain points and experience gaps using qualitative and quantitative data
Own and handle customer escalations with empathy, ensuring swift resolution and a positive customer experience
Design and implement CX initiatives that improve satisfaction, adoption, and retention
Voice of Customer & Insights
Collect, analyze, and present customer feedback (NPS, CSAT, CES, surveys, interviews)
Translate insights into clear, actionable recommendations for Product and Operations teams
Partner with Product to influence roadmap decisions based on customer impact
Cross-Functional Collaboration
Act as the CX partner for Product, Engineering, and Customer Success teams
Support customer communications around product updates, incidents, and process changes
Help align internal teams around a customer-first mindset
Process & Optimization
Analyze support workflows to uncover bottlenecks and drive automation or tooling solutions that improve efficiency and response quality
Skills & Qualifications
3-5 years
of experience in Customer Experience, Customer Success, Support Operations, or CX Strategy, preferably in B2B SaaS
Strong understanding of SaaS customer lifecycles and subscription-based business models
Hands-on experience with NPS, CSAT, CES, and customer feedback tools
Proven experience working cross-functionally with Product, Engineering, and CS teams
Strategic, analytical, process driven, and have strong growth mindset
Strong verbal and written communication; ability to build trust with customer stakeholders
Provide mentorship and guidance to junior agents while supporting the onboarding and ramp-up of new hires
Ability to handle multiple priorities in a fast-paced startup environment
What we offer
Market competitive and pay equity-focused compensation structure
Generous time away, including company holidays, paid time off, sick time, parental leave, and more
Rich medical benefits and insurance coverage
3.5% 401k match
Dedicated mental health support for employees and eligible dependents
Salary Range $40,000 - $80,000 a year
This is an exempt salaried position. The starting salary for this role is between $40,000 - $80,000, depending on skills and experience. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on several factors, including experience level, skill set, and balancing internal equity relative to peers at the company. Based on these factors, we expect most of the candidates offered roles at our company to fall healthily throughout the range. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If so, the updated salary range will be communicated to you as a candidate.
Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
#J-18808-Ljbffr