Product Expert

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SeniorZdalnie·WrocławFull-time·B2B

#473819·Dodano wczoraj·0

Źródło: justjoin.it

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Tech Stack / Keywords

SaaSAI

Podsumowanie oferty

You’ll own the customer journey for Text’s customer service product, from trial and setup through activation, purchase, renewal, and support, primarily for US e-commerce businesses. You’ll lead AI Agent activation, resolve customer cases, and use AI to automate recurring work.

Wymagania

Near-native English; able to follow different American accents, communicate comfortably on 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 that led to activation, paid conversion, an upgrade or renewal, or prevented churn.
Ability to prioritize independently, organize follow-ups, and take responsibility for outcomes.
Ability to explain a product’s value and ROI honestly, without overpromising, and maintain customer relationships even when a sale is unlikely.
Experience using 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 interest in solving customer problems with it.

Nice to have:

Knowledge of US e-commerce, including how these businesses work, their typical problems, and what drives their buying decisions.
Experience working with many customers at scale; candidates who have worked with a few large accounts should be able to show they can adapt their approach.

Obowiązki

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 through chat, phone, email, LinkedIn, and outreach tools such as Apollo; follow up by phone when emails go 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 each case end to end, including trial-to-paid conversion, upgrades, renewals, and contract questions; set clear next steps and follow up, then verify the result with the customer.
Resolve support cases quickly 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.

Benefity

High autonomy and trust, with clear goals.
Close collaboration with Product and UX, with the opportunity to influence what the team builds.

Inne informacje

The role requires scheduled shifts aligned with US time zones: three days on US hours and two days on EU hours, on business days, with US afternoon coverage prioritized. The exact schedule is confirmed at the offer stage.
The role begins with a three-month trial period, with clear goals and a review at the end.
The whole team spends five working days together at the Wrocław office once per quarter.
A registered business in Poland is required for the B2B contract; it may be set up already or registered for the role.

Text SA

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