Customer Experience Specialist

About Guidde Guidde is an AI digital adoption platform that serves as the creation and consumption hub for modern organizations. Founded in 2021 by seasoned entrepreneurs, we use generative AI to transform workflows into rich, multi-format documentation in minutes. Our platform helps teams scale knowledge across employees, customers, and even AI systems, turning everyday processes into instant, in-app video guiddes that live where work actually happens. More than 5,000 organizations worldwide, from fast-growing startups to Fortune 500 enterprises, rely on Guidde to reduce support load, accelerate onboarding, and make knowledge accessible on demand. We're building the future of knowledge creation, sharing, and experience. The Ideal "Guidder" is like our platform - clear, impactful, and focused on delivering value. We blend a startup environment with sports team principles - strategic in planning, collaborative in execution, and obsessed with customer wins. We value doers who listen more than they talk and who show up ready to play their best game. Ready to make your mark on our roster? Go Guidde! If you are someone who genuinely enjoys untangling a customer's problem, reads between the lines to spot what they actually need, and takes real pride in turning a frustrating moment into a great experience, then your place is with us! What will you Do? Deliver hands-on support — Answer product questions, troubleshoot issues, and help customers get the most out of Guidde Shape the customer experience — Work closely with the CX Team Lead and teammates to implement strategies that boost customer satisfaction Drive product improvements — Gather customer feedback and partner with Product and Engineering to influence the platform roadmap Build self-service resources — Create and maintain internal and customer-facing documentation that strengthens product knowledge and self-service options What You'll Need to Thrive in SaaS support experience — 2+ years of customer support experience in a SaaS environment Excellent communication — Native-level English, spoken and written, with strong communication skills across every interaction Sharp problem-solving — Strong analytical and troubleshooting abilities, with a keen eye for getting to the root of an issue Genuine empathy — A customer-focused mindset with the ability to read between the lines and understand what customers really need Product curiosity — A drive to learn the product inside and out to provide informed, effective support Independence and initiative — Comfort working independently, taking ownership, and proactively tackling challenges Bonus points if you have Experience with video platforms Familiarity with Intercom, JIRA, and HubSpot Your journey with Guidde Leave Your Mark: Become a trusted voice for our customers, directly shaping how they experience and succeed with Guidde Work Your Way (Hybrid): Enjoy a flexible work arrangement in our Tel Aviv office Innovate Together: Collaborate closely with CS, Product, and Engineering to turn customer feedback into real platform improvements Fuel Your Growth: Access opportunities for professional development as you deepen your expertise in customer experience and support strategy Your Value Matters: Receive a competitive compensation and benefits package We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

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