Customer Experience Specialist

A high-growth, VC-backed SaaS company hiring its founding India customer experience team

Location: Remote (India)

About the Company

A high-growth, venture-backed SaaS company is building its India customer experience team and has partnered with Flexiple to hire. You will shape how early customers experience the product, with no legacy process to work around. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

Role Overview

As a Customer Experience Specialist, you will shape how early customers experience the product, turning support tickets, in-app feedback, and churn signals into a better overall journey.

Key Responsibilities

Experience Signals

Monitor CSAT, NPS, and in-app feedback across the customer journey
Spot patterns in support tickets that point to product or process gaps
Build a single view of experience health for a founding team with no legacy dashboards

Journey & Process

Work directly with product and engineering to fix recurring pain points
Help design onboarding, activation, and support flows as the company scales
Document processes and standards that don't yet exist

Ideal Candidate Profile

2 to 6 years in customer experience, customer success, or support in a SaaS or tech environment
Comfort with ambiguity and building process from scratch
Strong written communication and a genuine customer-first instinct
Clear written and spoken English and a reliable remote-work setup

Preferred Qualifications

Experience in early-stage or high-growth SaaS
Familiarity with tools such as Intercom, Zendesk, or Amplitude
Comfort with a partial US or UK time-zone overlap

What We Offer

A founding customer experience seat with a high-growth SaaS company
Remote-friendly, pan-India hiring with long-term placement
High ownership and direct influence on product and process decisions
One application considered for this and future matched roles

Hiring Process

HR Screening → Assignment → Leadership Round 1 → Leadership Round 2 → Culture Fit

Customer Experience Specialist

Customer & Employee Experience Specialist