Senior Customer Engagement Specialist

Nutritics•,

2d•$60,000 - $75,000•Remote

About The Position

Nutritics is redefining how hospitality and foodservice businesses operate by providing clarity and control over food, menus, supply chains, and environmental impact. Trusted by over 500 customers globally, Nutritics is scaling rapidly with PE investment and entering the US market, aiming to become the world's most trusted food information platform. This is a pivotal hire for the company's next transformational step as it scales in the UK and grows into the United States. As a Senior Customer Engagement Specialist, you will play a key role in delivering a proactive, scalable, and high-quality customer experience for Nutritics customers across North America. You will work across an assigned customer base, combining responsive customer support with proactive engagement to help customers adopt Nutritics effectively and realize ongoing value. You will monitor customer engagement and usage, identify customers needing additional support, and take appropriate action or escalate risks. As a senior member of the Customer Engagement team, you will also act as a point of support for colleagues, contribute to continuous improvement of processes and resources, and help shape customer engagement delivery as the North American customer base grows.

Requirements

2+ years' experience in Customer Engagement, Customer Success, SaaS customer support or a similar customer-facing role, ideally within a B2B SaaS environment.
Demonstrable experience building positive customer relationships and delivering a high-quality customer experience.
Experience proactively engaging customers to support product adoption, usage and ongoing engagement.
Strong problem-solving skills with the ability to take ownership of customer queries through to resolution.
The ability to recognise potential customer risk and understand when escalation is required.
Excellent written and verbal communication skills, with confidence communicating with customers and internal stakeholders.
Strong organisational and time-management skills with the ability to prioritise effectively across multiple customers and activities.
Experience working with CRM, customer success or customer support platforms.
Confidence interpreting customer usage and engagement information to inform proactive outreach.
A collaborative approach and willingness to share knowledge and support the development of colleagues.
The ability to work independently and effectively within a remote, internationally distributed team.
Fluent spoken and written English.

Nice To Haves

Experience within foodservice, hospitality, food technology or SaaS would be advantageous but is not essential.

Responsibilities

Provide timely, professional and empathetic support to customers across agreed channels, including email, phone and live chat.
Proactively investigate, replicate, and troubleshoot technical issues reported by customers, collaborating with Product and Engineering to identify root causes and deliver timely solutions.
Take ownership of customer queries through to resolution, coordinating with internal teams or escalating where appropriate.
Act as a senior point of support for more complex customer queries and situations.
Develop strong product knowledge to provide accurate guidance and help customers use Nutritics effectively.
Ensure customers receive a consistently high-quality experience throughout their interactions with Nutritics.
Maintain accurate and timely records of customer interactions, actions and outcomes within relevant internal systems.
Provide cross-regional customer coverage during North American working hours, supporting UK and global customers where required to ensure continuity of service outside the UK team's core operating hours.
Share relevant customer insights with Customer Success, Product, Sales, Solutions and other internal teams to support continuous improvement.
Ensure customer information, engagement activity, health indicators and actions are accurately maintained within ClientSuccess, Salesforce and other relevant systems.
Support the development and improvement of customer resources, knowledge content, playbooks and engagement processes.
Provide insight into North American customer needs and emerging trends as Nutritics continues to grow in the region.
Support the Head of Customer Engagement with the implementation of new CE initiatives, systems, automation and customer engagement programmes.

Benefits

Competitive Paid Time Off (PTO) policy.
Training & Development Programmes.
Excellent work life balance policies - Summer hours, Enhanced parenting leave options etc.
Generous personal Health & Wellbeing allowance.
Competitive base salary, and comprehensive benefits package.
Comprehensive Health, Dental, and Vision insurance plans.
Life and Disability insurance.
401(k) retirement plan with company match.
Corporate Travel insurance.
Unparalleled opportunities to a rewarding & diverse career path - progression opportunities across Customer Engagement, Customer Success and the wider Customer Experience organisation.
An experienced knowledgeable peer group.