Experience Specialist

About the role

Join the operations team at PEBL to manage direct interactions with our global customers and employees. You will act as the primary contact for inquiries, ensuring every interaction reflects our commitment to high-quality service and operational excellence. In this capacity, you will serve as the central hub for all client and internal queries, translating complex operational procedures into understandable guidance. Your work will directly influence customer perception of the PEBL brand and the reliability of our platform. You will be responsible for maintaining the integrity of information flow between our technical systems and the people who use them. This role requires a proactive mindset to identify recurring issues and contribute to process refinement before they escalate. You will collaborate closely with cross-functional partners to ensure alignment between customer expectations and our service delivery capabilities. Your contributions will be measured by the quality of resolutions and the consistency of positive stakeholder experiences.

Key facts

What you'll do

• Handle incoming inquiries from customers and supported employees via phone, email, and chat within defined service level agreements, ensuring response times meet established benchmarks.
• Provide clear, accurate guidance on our platform processes and service solutions, translating technical jargon into user-friendly explanations for diverse audiences.
• Manage the full lifecycle of customer issues, including internal escalation and final resolution, documenting each step to maintain a clear audit trail.
• Track customer satisfaction data and propose operational changes to improve service quality, using feedback to identify trends and drive incremental improvements.
• Utilize the DevRev platform to log, categorize, and monitor support tickets, ensuring that all interactions are updated in real time for visibility.
• Leverage Superblocks and Airtable to retrieve relevant information and configure support workflows that streamline the resolution process.
• Act as a bridge between our clients and internal technical teams, gathering requirements and clarifying constraints to prevent misunderstandings.
• Monitor key performance indicators related to support efficiency and advocate for changes that reduce resolution time and enhance user experience.
• Conduct regular reviews of support procedures to identify bottlenecks and recommend adjustments that align with PEBL's service standards.
• Maintain up-to-date knowledge of the PEBL service model and platform features to ensure accuracy in communications and reduce the need for repeated follow-ups.
• Escalate complex issues to specialized teams when necessary, providing detailed context to facilitate faster and more effective resolutions.
• Contribute to the development of internal support documentation, ensuring that best practices are captured and easily accessible to new team members.

Requirements

• Demonstrated background in customer support, ideally within a SaaS or B2B setting, with a proven track record of handling sensitive client concerns.
• Excellent verbal and written communication skills with a focus on empathy, allowing you to connect with users who may be experiencing frustration or urgency.
• Ability to manage professional relationships and build rapport with diverse stakeholders, including clients from various cultural and organizational backgrounds.
• Critical thinking skills to navigate and resolve complex problems under pressure, balancing multiple priorities without compromising quality.
• High level of accuracy and attention to detail in all tasks, ensuring that data entered into systems like DevRev and Airtable is precise and consistent.
• Capacity to function effectively both as an independent contributor and a team member, taking ownership of tasks while collaborating seamlessly with colleagues.
• Strong organizational skills to manage multiple support tickets simultaneously while maintaining a structured approach to issue tracking.
• Familiarity with standard customer support methodologies and a commitment to adhering to established service protocols.

Nice to have

• Prior experience supporting international clients and navigating global business norms, which can help in understanding unspoken expectations.
• Familiarity with the PEBL service model, allowing for faster adaptation to platform-specific nuances and workflows.
• Experience working with performance metrics and data-driven success tracking, enabling you to interpret reports and act on insights.

Practical notes

• This is a hybrid position based in Bengaluru, requiring a combination of remote and in-office work.
• PEBL is an equal opportunity employer that values diversity and inclusive hiring practices.

This role is integral to the daily operations of PEBL, focusing on the human side of our technology driven ecosystem. As an Experience Specialist, you will be the voice that customers hear when they encounter challenges or seek guidance. Your ability to remain calm and solution oriented in varied situations will be central to maintaining trust and satisfaction. You will interact with a wide range of stakeholders, from individual users to enterprise clients, each with unique expectations and timelines. Success in this position depends on your resilience, adaptability, and commitment to continuous learning about our tools and processes. The temporary nature of the engagement means that impact must be immediate and sustainable within a condensed timeframe. You will be expected to ramp up quickly and contribute to high priority initiatives without extensive onboarding periods. Your work in the CRM platform will ensure that historical data supports future decision making and trend analysis. Attention to the nuances of global business etiquette will help in managing expectations across different regions. This position offers the opportunity to work with modern support stacks such as DevRev, Superblocks, and Airtable, gaining hands on experience in a scalable environment. The hybrid schedule in Bengaluru provides flexibility while maintaining a strong connection to the local team and company culture. By focusing on clarity, efficiency, and empathy, you will help PEBL deliver a consistent and reliable experience to every user interaction.