Customer Support Specialist managing German client inquiries with a hybrid work model from Berlin. Supporting clients via phone and ensuring diligent documentation in the CRM system.
About the role
- Digital Customer Experience Programs Manager role at TigerConnect driving customer lifecycle orchestration and engagement using Gainsight. Focus on improving product adoption and self-serve resolution.
Responsibilities
- Design & run lifecycle programs in Gainsight CS: build and run customer journeys, playbooks, health, scorecards, trigger logic.
- Own in‑app engagements in Gainsight PX: manage targeting, progressive guides, release highlights, cross‑sell nudges, and experimentation.
- Operate the AI knowledge content loop: review AI content improvement insights, curate/approve AI‑generated articles, build/coach autoflows, measure deflection and resolution rates.
- Knowledge governance: taxonomy, templates, authoring workflows, localization, publishing, SEO/AEO, and article lifecycle hygiene.
- Manage SMB onboarding and adoption orchestration systems: build systems to support self-service onboarding in collaboration with Digital CX leadership team.
- Orchestrate Scaled Voice of the Customer (VOC) feedback: structure & VOC back to Product; close the loop on insights and align journeys with roadmap and releases.
- Instrument and analyze: track KPIs (adoption, feature utilization, TTV, engagement CTRs, self‑serve %, CSAT, renewal risk), build dashboards, and run A/B tests.
- Outcomes You’ll Own: Self‑serve resolution/deflection by closing content gaps and improving KB discoverability, Feature adoption and time‑to‑first value for SMB customers via orchestrated onboarding and in‑app guidance, At‑risk accounts through proactive, signal‑based journeys and prompts to Digital CX specialists.
Requirements
- 3–5 years in Digital CS, CS Ops, Customer Lifecycle, Marketing Ops, or Product Growth for a SaaS company.
- Hands‑on expertise with Gainsight CS (Journey Orchestrator, health, rules) and Gainsight PX (targeting, in‑app).
- Email orchestration/campaigns inside Gainsight or adjacent tools; community/academy integration to journeys.
- Comfort with data: segmentation logic, event/usage metrics, experimentation, dashboarding.
- Nice To Have: Experience with Forethought Discover/Solve and Salesforce Knowledge administration (or similar AI support tooling).
- Knowledge centered service (KCS) practices, localization workflows, and help center SEO basics.
- Expertise with answer engine optimization (AEO) best practices for surfacing content via AI-driven search.
- Experience with AI agent building and agent-of-agents orchestration.
- Familiarity with AI video content generation via Synthesia, Colossyan, or similar tools.
Benefits
- Join us in our prime office space in the heart of Mexico City's Reforma area;
- Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration
- Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
- Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
- Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
- In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
- Join a mission-driven team committed to making a real impact in the world of healthcare
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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