As we continue to build...
We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the Team/Role
Entrupy Inc. is looking for a Senior Customer Experience Specialist to elevate how customers interact with our product and brand across the entire lifecycle - from onboarding and support to renewals and advocacy.
We are looking for someone who is customer-obsessed, data-driven, and comfortable operating in a fast-growing SaaS environment where you influence outcomes without always owning direct authority.
You will be trained on how to assist customers via phone, e-mail, our in-app chat, and our CRM platform. This position also includes conducting in-person audio customer trainings through Google Meet, where you walk the customer through how to use the device and go over FAQs. You will be responsible for meeting and exceeding SLA’s through quality and efficient processing. You will work closely with Customer Success, Sales, Billing, Product, Engineering, and Finance to resolve friction points, improve processes, and deliver a consistently exceptional customer experience.
You’ll be asked for your insights on client interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests.
What you'll do:
Customer Journey & Experience- Continuously improve the end-to-end customer journey across onboarding, product usage, support, billing, and renewals
- Own and handle customer escalations with empathy, ensuring swift resolution and a positive customer experience
- Guide customers through their onboarding through training and troubleshooting process to ensure they have a seamless experience
- Support Mid-Market clients as a direct point of contact
- Identify & surface customer pain points and friction to CX leadership regularly to improve overall customer adoption and ensure a seamless customer experience
- Support customer communications around product updates, incidents, and process changes
- Help align internal teams around a customer-first mindset
- Analyze support workflows to uncover bottlenecks and drive automation or tooling solutions that improve efficiency and response quality.
- Mentor junior agents to improve day to day functions across the team
- Anlyze your day-to-day workflows to uncover bottlenecks and surface automation, process updates, or tooling solutions that improve efficiency and response quality
- Create and update self-service customer support tools, including videos and knowledge base articles, to help users
Skills & Qualifications:
- 3-5 years of experience in Customer Experience, Customer Success, Support Operations, or CX Strategy, preferably in B2B SaaS.
- Strong understanding of SaaS customer lifecycles and subscription-based business models.
- Hands-on experience with NPS, CSAT, CES, and customer feedback tools.
- Proven experience working cross-functionally with Product, Engineering, and CS teams.
- Strategic, analytical, process-driven, and have strong growth mindset.
- Strong verbal and written communication; ability to build trust with customer stakeholders.
- Provide mentorship and guidance to junior agents while supporting the onboarding and ramp-up of new hires.
- Ability to handle multiple priorities in a fast-paced startup environment.
What we offer:
- Market competitive and pay equity-focused compensation structure
- Generous time away, including company holidays, paid time off, sick time, parental leave, and more!
- Rich medical benefits and insurance coverage
- 3.5% 401k match
- Dedicated mental health support for employees and eligible dependents
Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
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