Customer Experience Specialist

Citizen•New York, NY

1d•Hybrid

About The Position

Customer Experience Specialists serve as the primary point of contact for support across a range of Citizen stakeholders, including enterprise customers, paid subscribers, app users, video creators, and external partners. In this role, you will deliver high-quality support that ensures a consistent and positive customer experience. This position requires strong judgment, the ability to operate effectively in high-volume, real-time environments, and close collaboration with cross-functional teams. You will play a key role in maintaining a seamless experience while driving customer satisfaction, retention, and growth.

Requirements

Demonstrated ability to manage high-volume, multi-channel workflows, with strong prioritization and time management skills.
Strong judgment in triaging the severity of customer issues across diverse verticals, including the ability to make real-time decisions that may directly impact customer safety.
Experience in customer success, account management, or enterprise support functions, with a track record of building relationships and driving outcomes across the account lifecycle.
Exceptional judgment when handling sensitive subject matter, including content moderation, safety-related escalations, and law enforcement requests.
Proficiency in AI-powered tools and workflows, with the ability to quickly adopt and integrate new technologies into day-to-day operations.
Strong cross-functional collaborator willing to adapt to rapidly evolving priorities in a fast-paced operational environment.

Responsibilities

Support the full enterprise customer lifecycle, owning the end-to-end customer experience from trial through renewal to ensure long-term success and satisfaction.
Provide hands-on support for enterprise customers during onboarding, including structured trial education to ensure stakeholders understand product value, use cases, and success criteria from day one.
Guide customers through implementation, coordinating with cross-functional teams to ensure seamless setup.
Deliver ongoing product education through tailored resources and real-time support to drive adoption across enterprise users.
Provide ongoing proactive and reactive support for all enterprise customers, acting as a trusted advisor to resolve issues, optimize usage, and identify expansion opportunities.
Work cross-functionally to help manage renewal cycles by tracking customer health, demonstrating ROI, and partnering with account teams to secure long-term retention and growth.
Offer real-time support to Premium subscribers through video, call, or chat during safety-related situations.
Ensure all sessions are answered and resolved within defined SLAs; quickly triage session severity and escalate through 911 protocols when necessary.
Respond to inbound support inquiries from Citizen app users across multiple channels, ensuring timely response and resolution.
Track and share user feedback with relevant cross-functional stakeholders, including Product and Engineering teams, to inform ongoing improvements and resolve app-related issues.
Review inbound video footage across creator channels, including Citizen app users, contractors, and external partners.
Provide hands-on support to video creators, including real-time coordination of footage distribution, account billing, and related operational needs.
Manage inbound inquiries from law enforcement agencies, including data requests and time-sensitive escalations, in accordance with established protocols.
Work cross-functionally to obtain necessary data and/or information to ensure accurate, timely, and compliant responses to all law enforcement inquiries.
Serve as the primary support contact for external partners, providing timely and effective assistance to maintain and strengthen working relationships.
Collaborate cross-functionally to stay informed on upcoming product launches and operational workflows, ensuring top-tier support and guidance for external partners.