Customer Experience Specialist

Start date: November-December 2024

We are at the forefront of developing advanced humanoid robots designed for household use. Our mission is to create an abundant supply of labor through safe, intelligent automation. As we scale from research and development to full-scale manufacturing, we seek versatile and motivated Customer Experience Specialists who can support customers on their journey to ownership, from in-person demonstrations to post-purchase support. Bring your excellent customer service retail skills and we will train you to succeed.

The Customer Experience Specialist will be key contributor in all our customer interactions, working in our showroom and a variety of events. This role requires versatility as you’ll engage with customers at multiple touch-points—from demonstrating our robots to providing support, answering and making customer calls, etc.. You’ll be a crucial part of ensuring customers have a smooth and enjoyable experience with our products, from first interaction to delivery and beyond.

Responsibilities:

• Conduct engaging and informative product demonstrations for potential customers, showcasing the capabilities and benefits of our robots from our retail spaces or customer-facing events.
• Participate in call campaigns to follow up on leads, engage prospective customers, and ensure a personalized experience to ownership.
• Provide responsive and helpful support to customers pre and post-purchase, troubleshooting issues and answering questions to ensure their satisfaction and support operational processes.
• Oversee and execute the fulfillment process, coordinating with logistics, service and operations to ensure timely and accurate delivery of robots to customers.
• Maintain proactive communication with customers throughout the sales and fulfillment process, keeping them informed of their order status, delivery timelines, and providing post-delivery follow-ups.
• Keep detailed and accurate records of customer interactions, ensuring all communications are logged and tracked in the CRM system for future reference.
• Work closely with sales, operations, and service teams to ensure a seamless and coordinated customer experience across all stages of their journey.
• Be a team player with a can-do attitude ready to support in new challenges in an evolving environment.

• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers at all stages of the customer journey.
• Ability to manage multiple tasks and prioritize effectively, from conducting demonstrations to handling customer issues and overseeing order fulfillment.
• Adaptable and flexible, with the ability to work across various customer interaction points, including sales, support, and fulfillment.
• A proactive and solutions-oriented approach to customer interactions, with a focus on ensuring a positive experience.
• Comfortable working in both a retail environment and at customer events, with the ability to travel as needed.
• An interest for technology and an eagerness to learn about our products and how they improve customers' lives. No previous technology experience required.
• Ability to work shifts.

Nice to have:

• Experience with CRM systems and managing customer records.
• Experience working in a retail environment.

We seek the world's most talented individuals with a passion for inventing and building a more prosperous future. At 1X you'll get to own real problems and be rewarded for your achievements and output. We hire, recognize and reward based on merit. We believe the best work is done when collaborating and therefore require in-person presence.

Location

We believe the best work is done when collaborating and therefore require in-person presence in our office locations.

Sunnyvale, CA

We are in the heart of the SiIlicon Valley in a commuter-friendly location with plenty of parking, access to 101 or 280. If you prefer public transportation, Orange Line (VTA) light rail station is across the street. Living in the Bay Area, you will have access to many activities available in its proximity from surfing in Half Moon Bay to skiing at Tahoe, wine tasting in Napa, hiking on the many trails or other sports activities on the many tennis courts, golf courses, etc..

If you are relocating to Sunnyvale, we offer a comprehensive relocation package to support you and handle the logistics of your move.

Typical Interview Process

• Introductions - interviews to learn more about you and talk about 1X and the role

  • Interview with a member of the Talent Acquisition team

  • Hiring manager / senior team member / technical interview

• Team interviews - technical interviews and deep-dives with team members. May include a take home challenge, presentation or problem-solving exercise

  • Technical deep-dive conversation with a team member

  • Onsite interviews with team members

• Final Interview Stage - we move you to our final round

  • Expectation management with the hiring manager

  • We will conduct reference checks

  • Job offer conversation

Depending on the role and your background, additional interviews may be added.

You are also welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.

A value driven team

These are the ideas that express our team’s culture and how we work:

Be Nice

Collaboration is our driving force. Our team creates an open, trusting environment where everyone can be their most creative.

Stay Smart

A world-changing team needs the brightest minds in every discipline. This is where people come to work, learn, and grow to their full potential.

Make History

Everything we do gets us closer to one ambitious vision: Creating an Abundant Supply of Labor using Safe, Intelligent Humanoids. We believe what we build today will impact generations.

Not sure if this is you?

Studies have shown that women are less likely to apply to jobs unless they meet all qualifications. If you’re excited about this role, but you’re not sure if you qualify, apply anyway! You may be just the right candidate for this or other roles.

1X is an inclusive and equal-opportunity employer that values diversity. We consider all qualified applicants regardless of race, religion, gender, age, sexual orientation, disability, or any other protected class. If you have a disability or special need that requires accommodation, please don't hesitate to let us know during the interview process. We will do our best to accommodate your needs.

We're excited to get to know you and the prospects of having you on board!