Senior Customer Experience Specialist

Posha builds cooking robots that live inside your kitchen and cook food for you completely autonomously. Posha robots use Artificial Intelligence enabled Computer Vision to consistently and reliably cook the best food for our users 🥘
See it in action: **https://bit.ly/howposhaworks**
Posha is a fast-growing Series-A funded startup backed by Tier-1 VCs 💙 including Accel Partners, Waterbridge Ventures.
🤔What can I expect from this role?
As a Customer Experience Specialist at Posha, we see you as capable of streamlining various processes over the coming few months and helping us navigate roadblocks remotely while we scale and put a few thousand devices at our users home in the US.
🔧What will my work responsibilities look like if I join Posha?
In this role, you’ll be a part of the Customer Success function and key responsibilities shall include but not be limited to –
Manage all customer-centric communication channels – including app and website chat flows – while maintaining key support metrics
Handle customer concerns end-to-end: direct them to the right solutions, follow up with internal teams, and ensure satisfaction
Own customer relationships in an external-facing role, primarily with users based in the USA
Use CRM tools to manage the customer lifecycle and track engagement
Identify and remove process roadblocks; suggest improvements to management and automate repetitive workflows
Work on community engagement strategies to drive retention and reduce churn
Relay customer insights and feedback to product, operations, and engineering teams to influence key decisions
😍What makes you a match for us?
Willingness to work in US timings (Rotational shifts between 9PM to 2 PM IST)
Exceptional English communication with clear diction – any experience of supporting US-based customers/clients is a plus
Intermediate Excel skills and should be comfortable with tech tools and streamlining processes as much as possible
Should be process-driven, an effective communicator, and appreciate a dynamic work environment
Patience, empathy, strong interpersonal & relationship building skills
🚀Working at Posha
Equity ownership through our ESOP program
Comprehensive wellness benefits to keep you thriving
Quarterly reviews built for fast career acceleration
And of course working with a team that's genuinely obsessed with great food.
🍔Discover Posha
What users have to say about our Product
How Posha works
Our Website
Read Our Story 📕

Work arrangement
Hybrid