Specialist, Experience II

Overview

The Specialist, Experience II manages routine and moderately complex employee lifecycle requests from intake through resolution, supporting customers, employees, partners and internal teams.

What you'll do

• Manage assigned tickets and issues, independently handling routine and moderately complex cases and prioritising work by impact, urgency, risk and applicable service targets.
• Provide complete responses by understanding the requester's underlying need, explaining relevant guidance, required actions, deadlines and realistic timelines, and anticipating common follow-up questions.
• Apply approved guidance, using knowledge resources, systems, SOPs and country guidelines to resolve requests accurately, and verify incomplete or conflicting information before providing advice.
• Coordinate dependencies by engaging the appropriate internal team or external provider and providing background, supporting evidence, deadlines and a clear explanation of what is needed.
• Retain ownership by tracking outstanding actions, following up on dependencies, communicating progress updates and confirming completion before resolving a case.
• Exercise sound judgment and escalate legal, compliance, payroll, employee relations or financial risks through the appropriate channels.
• Maintain accurate case notes, employee records and supporting documentation, and handle personal and sensitive information securely.
• Apply feedback, identify recurring questions or process gaps, recommend practical improvements and share knowledge with colleagues.
• Meet applicable quality, service, productivity and customer-experience performance targets, reviewing results regularly and raising blockers when performance falls below expectations.

What you'll need

• Proven experience in customer service, preferably in a B2B or SaaS environment.
• Strong written and verbal communication skills, with the ability to convey information clearly and empathetically.
• Ability to build rapport quickly and manage customer relationships with professionalism and care.
• Strong problem-solving skills with the ability to think critically and find effective solutions in high-pressure situations.
• Strong attention to detail and a passion for delivering outstanding customer experiences.
• Ability to work independently and as part of a collaborative team.
• A positive, can-do attitude with a commitment to maintaining high levels of customer satisfaction.

Nice to have

• Familiarity with CRM tools and customer support software (e.g., DevRev, Superblocks, Airtable, etc.).

Details

• Location: Bengaluru, India.
• Benefits where applicable include flexible time off, parental leave, health and dental insurance, and retirement savings with an employee incentive plan.