Customer Experience Specialist

Job description

**Company Description** Multiplier is a global work platform that enables companies to hire, manage, and pay distributed teams across borders. Through its Employer of Record, Contractor of Record, and Global Payroll solutions, Multiplier provides owned entities, native payroll engines, in-house compliance expertise, and integrated payments. This infrastructure helps organizations scale into more than 160 countries while giving talent access to international opportunities and supporting countries in engaging with the global economy. Since its founding in 2020, Multiplier has supported over 2,700 companies and processed more than $2 billion in cross-border wages. Team members join a fast-growing company focused on building a world of work without limits. **Role Description** This is a full-time, on-site Customer Experience Specialist role based in Bengaluru. The Customer Experience Specialist will handle inbound and outbound customer interactions across channels such as email, chat, and phone, ensuring timely, accurate, and empathetic responses. The role includes resolving product and service issues, guiding customers through platform features and processes, and coordinating with internal teams such as operations, product, and finance to address complex inquiries. The specialist will document cases, maintain up-to-date records in customer support tools, and identify patterns in feedback to suggest improvements to workflows and customer-facing resources. The role also involves contributing to help center content, sharing insights with stakeholders, and consistently representing Multiplier’s brand with professionalism and customer-centricity. **Qualifications** - Strong customer support and client service skills, including active listening, problem-solving, and conflict resolution. - Clear, professional communication skills in English, both written and verbal; additional language proficiency is an advantage. - Experience using customer service and CRM tools (e.g., ticketing systems, live chat platforms) and comfort working with digital workflows. - Ability to learn complex products and processes quickly, with attention to detail and a focus on accuracy and compliance. - Collaborative working style, with the ability to partner effectively with cross-functional teams in a fast-paced environment. - Strong organizational and time-management skills to handle multiple customer requests and priorities simultaneously. - Prior experience in customer support, operations, or service roles in SaaS, HR tech, fintech, or global employment solutions is beneficial. - Bachelor’s degree or equivalent practical experience in a relevant field (such as Business, Communications, or related disciplines).