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 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 looking for 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 be trained on how to assist customers via phone, e-mail, our in-app chat, and our CRM platform. This position also includes conducting in-person audio 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. You will work closely with Customer Success, Sales, Billing, Product, Engineering, and Finance to resolve friction points, improve processes, and deliver a consistently exceptional customer experience. You’ll be asked for your insights on client 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: Customer Journey & Experience Continuously improve the end-to-end customer journey across onboarding, product usage, support, billing, and renewals Own and handle customer escalations with empathy, ensuring swift resolution and a positive customer experience Guide customers through their onboarding through training and troubleshooting process to ensure they have a seamless experience Support Mid-Market clients as a direct point of contact Voice of Customer & Insights Identify & surface customer pain points and friction to CX leadership regularly to improve overall customer adoption and ensure a seamless customer experience Cross-Functional Collaboration 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. Mentor junior agents to improve day to day functions across the team Anlyze your day-to-day workflows to uncover bottlenecks and surface automation, process updates, or tooling solutions that improve efficiency and response quality Create and update self-service customer support tools, including videos and knowledge base articles, to help users Skills & Qualifications: 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.