About the Company

Xeno is an AI-driven CRM company for large D2C brands and retailers. We have some of the biggest brands in our portfolio like Tommy Hilfiger, CK, jack & jones, levis, taco bell, barbeque nation etc. Xeno enables large D2C brands & omnichannel retailers to engage their customers across eCommerce & stores. With the digital retail wave alongside us, we’ve seen a 7x growth in the number of brands using Xeno

Job Overview

As a Technical Support Specialist at Xeno, you will play a crucial role in ensuring the smooth operation of our products and services. You will be responsible for providing top-notch technical support to our customers, resolving issues promptly, and delivering a positive customer experience. You’d also be responsible to shape the entire customer support experience for Xeno, including but not limited to the entire support process, tools powering the process and the knowledge base. The ideal candidate is a problem solver with excellent communication skills, technical expertise, who exercises extreme ownership and has a passion for customer satisfaction.

Key Responsibilities

• Customer Support

  • Provide first-level technical support to customers via phone, email, and chat.

  • Diagnose and troubleshoot technical issues related to our products and services.

  • Guide customers through step-by-step solutions and provide timely resolutions.

• Issue Resolution

  • Document and track customer issues in a timely and accurate manner.

  • Collaborate with cross-functional teams to escalate and resolve complex technical issues.

  • Follow up with customers to ensure that their issues are fully resolved and meet or exceed expectations.

• Product Knowledge

  • Stay current on product features, updates, and enhancements.

  • Provide input to product development teams based on customer feedback and recurring issues.

• Customer Communication

  • Communicate technical information to customers in a clear and understandable manner.

  • Manage customer expectations regarding issue resolution timelines.

• Knowledge Sharing

  • Contribute to the development and maintenance of the knowledge base.

  • Collaborate with the team to share best practices and improve overall support efficiency.

Qualifications

• 2+ years of prior experience as a technical support specialist in a B2B SaaS environment

• Bachelor's degree in computer science or equivalent work experience

• Hands on experience with SQL and programming languages like Python

• Strong troubleshooting skills and the ability to think critically in problem-solving scenarios

• Excellent communication skills, both verbal and written

• High empathy towards customers and a focus on delivering exceptional service

• Familiarity with CRM and Marketing Automation platforms is a plu

A culture that's one of a kind:
Culture Code
We're all co-owners of Xeno. 100% of the people working at Xeno own equity in the company. As co-owners of Xeno, here's how we define a HAPPYxen we enjoy working alongside.

• Humble & honest

• Audacious

• Positive

• Passionate

• Yearning to learn

What Xeno's culture will mean for you

• You'll have complete ownership & freedom to drive Xeno's initiatives.

• Company > Team: Your performance will be judged more by us winning together as a company vs. just your/ your team's performance.

• Accountability at Xeno isn't top-down. You'll be accountable to all Happyxens to deliver results & together grow the company. Since your performance impacts their growth & vice versa. You'll be expected to hold people beyond your team accountable too.

• You will do the best work of your life while having fun

What people say about working at Xeno.

• Learning & Fun goes hand in hand. Best place to learn and grow. Exponential learning curve. Best Workplace you could ask for. Great company, greater people, greatest culture.

• 4.9 Glassdoor rating. 100% recommend to a friend. 100% approve of CEO.

• Read all Glassdoor reviews here.