Product Expert

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SeniorHybryda·WrocławFull-time

#473705·Dodano wczoraj·0

Źródło: Text

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Tech Stack / Keywords

AI AgentAIApolloLinkedInSaaS

Podsumowanie oferty

The Product Expert owns the customer relationship for Text’s global customer service products, primarily serving US e-commerce businesses, from trial and setup through purchase and renewal. The role combines onboarding, AI Agent activation, commercial follow-up, and customer support.

Wymagania

Near-native English; able to understand different American accents, participate comfortably in live calls, and make US-style small talk before moving to business.
Customer-facing SaaS experience with a commercial focus, such as in customer success, account management, implementation or onboarding, sales, or product support.
Examples of proactive work leading to activation, paid conversion, an upgrade, a renewal, or churn prevention.
Ability to take ownership, prioritize independently, organize follow-ups, and take responsibility for outcomes.
Ability to communicate a product’s value and ROI honestly, without overpromising, and maintain customer relationships even when a sale is unlikely.
Use of AI in daily work to automate repetitive tasks.
Comfort with frequent changes and working with frameworks rather than a process for everything.
Belief in the product and motivation to solve customer problems with it.

Nice to have:

Knowledge of US e-commerce businesses, their typical problems, and what drives their buying decisions.
Experience working with many customers at scale, or ability to adapt from working with a few large accounts.
A purely transactional sales background that hands every issue over to support is not a good fit for this role.

Obowiązki

Your mission:

Help customers get value from Text, from the first trial chat through paid subscription and renewal, serving as their consistent point of contact.

What you’ll do:

Review chats, new trials, and customer health signals to identify opportunities and risks, and prioritize by customer need, commercial impact, and urgency.
Proactively contact customers by chat, phone, email, LinkedIn, and outreach tools such as Apollo; call when an email goes unanswered.
Move quickly to live calls or screen shares to unblock setup and activation, and join live chats with commercial or Enterprise potential.
Lead onboarding, setup, and AI Agent activation, and show customers how core workflows and new features address their business problems.
Run customer health checks and act on changes such as drops in AI resolution, widget disconnections, overdue invoices, and upcoming renewals.
Own cases end to end, including trial-to-paid conversion, upgrades, renewals, and contract questions; set clear next steps and follow-ups, and verify outcomes with customers.
Resolve support cases that reach you or turn them into automations.
Use AI to automate recurring work and share effective approaches with the team.
Turn recurring customer feedback into product insights and share a monthly summary with Product and UX, including examples, business impact, and suggested improvements.
Share good practices with colleagues and help keep onboarding materials for new Product Experts up to date.

Inne informacje

The role follows scheduled business-day shifts aligned with US time zones: 3 days on US hours and 2 days on EU hours, with US afternoon coverage as a priority; the exact schedule is confirmed at the offer stage.
The role starts with a 3-month trial period and a review at the end.
Once per quarter, the whole team spends 5 working days together at the Wrocław office.
Applicants need a registered business in Poland, already set up or possible to register.

Text SA

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