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Customer Experience Specialist

2 weeks ago

Ottawa, Ontario, Canada Agora Full time
About Agora

Agora is reimagining governance for decentralized organizations, helping leading projects like Optimism, ENS, and Uniswap run smoothly and make impactful decisions at scale. We provide governance tools and a platform that enable DAOs to streamline operations, propose and fund initiatives, and engage as a community.

The Role

The Customer Experience Specialist will oversee the customer journey after the sale, ensuring customers implement our platform as smoothly as possible and have an exceptional experience with Agora's governance solutions. This role combines project management, process optimization, customer support, and influencing our product roadmap to achieve smooth launches and the best possible governance for our customers' communities.

Key Responsibilities:
  • Project Manage Deployments: Coordinate between customers and internal teams to ensure timelines are met and issues are swiftly resolved.
  • Create and Execute Customer Success Strategies: Work together with the Head of CX to create strategies to set each customer up for success and execute against these strategies.
  • Customer Communication: Serve as the main point of contact for customers, managing inquiries, clarifying complex topics, and ensuring consistent, high-quality communication.
  • Develop & Refine SOPs: Design and improve standard operating procedures for onboarding, deployments, and customer success.
  • Maintain Documentation: Own and update client-facing resources and documentation.
  • Influence the Product Roadmap & Collaborate Cross-Functionally: Gather feedback, address issues, and deliver improvements based on customer input.