Customer Experience Specialist in SKELAR

SKELAR is a venture builder that builds international product IT companies according to the rules of the venture investment world. Together with the co-founders, we gather strong teams to launch product IT businesses and win in global markets.

We are currently looking for a Customer Experience Specialist for one of our businesses - Liven.

Who are we and what do we strive for?
Liven is a product company that builds a companion for self-exploration.

We believe that self-exploration is a life-long journey and therefore develop an ecosystem of products that make this journey understandable. pleasant and interesting: bite-sized courses, mood tracker, AI-companion, routine builder and well-being tests, and we plan to create many more useful ones. On a practical level, we help people better understand themselves.

 What do you like most about working with Liven?
Since 2023, we have gone from a small startup to a team of 150+ specialists and are actively scaling. But with each new stage, we keep the main thing: a living culture where everyone can launch their own ideas and influence the product.

If you are driven by the idea of changing the lives of users - let's get to know each other!

As a Customer Experience Specialist at Liven, you will act as the voice of the customer in cross-functional teams, influencing operational and product decisions and ensuring that they meet exactly what our users really need.


 What will your key challenges be?
— Analyze customer feedback and support data: You will collect insights from user interaction, surveys and Support requests to identify key user pain points and transform them into real improvement projects. By identifying recurring issues and analyzing trends, you will create a foundation for proactive change.
—Be the voice of the customer: You will represent the needs of our users in cross-functional discussions, contributing to the improvement of product and operational solutions. Your ideas will drive systematic changes to improve customer interactions and improve their overall satisfaction.
—Automate workflows and improve self-service options: You will work to automate workflows and optimize solutions such as knowledge bases, chatbots, and FAQs. This ensures that customerswill be able to efficiently find quick answers and our support team will be able to focus on more complex requests.
— Drive the implementation and optimization of tools: You will evaluate, implement and improve support tools, reducing manual work for both the support team and users. This will help increase efficiency and improve the user experience.

What knowledge and skills will you need in this role?
— Customer-focused mindset: You are passionate about creating a flawless customer experience. You always think about how changes and improvements will affect the user and proactively anticipate their needs.
—Proven expertise in customer support: You have hands-on customer support experience and understand the importance of building strong relationships with users. You are able to effectively solve problems, always putting the needs of the user first.
—Stakeholder management and cross-functional collaboration: You will need to establish effective communication with different teams (product, engineering, marketing and support), be able to present ideas, enlist the support of teams and coordinate the actions of all participants in accordance with the client interaction strategy. This role involves advocating for the user's interests while taking into account internal business needs.
—Strong communication skills: You can communicate clearly and empathetically with both users and colleagues. You are able to provide and receive feedback constructively, ensuring that communication remains effective, motivating and problem-solving oriented.
— Problem-solving and creative thinking: You are able to identify problems and find innovative solutions, such as optimizing work processes or implementing new technologies to improve interactions with by users.
—Project Management Skills: You know how to effectively manage multiple projects, meeting deadlines and achieving high standards of results. And your efficiency allows you to complete all initiatives on time at the highest level.
— Data-driven mindset: You know how to analyze data and use it to make decisions. Whether it's user satisfaction metrics (like CSAT, NPS) or internal performance data, you can turn those numbers into actionable insights.

You'll shine even brighter if...
—Wellbeing isn’t just a trend for you — it’s something you truly believe in. Belief in the value of well-being for yourself and others will be a significant advantage. A genuine interest in the topics of self-development, therapy and well-being will be a plus, as it not only reflects our mission, but also contributes to a deeper understanding of our users.
— You see AI not just as a buzzword. Passion for AI, automation and technology to improve customer experience is a great addition. Curiosity about how technology can affect the future of customer experience helps drive innovation at Liven.
—You speak English like it's second nature. Since we work all over the world, fluency in English and comfortable professional communication is a big advantage.

Who will you work with?
— Operations Lead: Proactively work on strategy to improve user experience.
— Cross-functional teams: Collaborate with Product Development, Engineering, and Marketing to ensure user feedback drives continuous improvement.
— Operation teams: Collaborate with Quality Control and Training&Development specialists to define and implement high support standards, ensuring continuous agent improvement and compliance business goals.

In addition to businesses, we are developing our own charitable foundation SKELAR foundation is a charitable foundation created by the company's employees. As part of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

SKELAR is an environment for self-realization of people who are able to create successful companies. We call such companies the next big everything. We believe in their power and scale.

We plan to continue to develop tech businesses, conquer global markets and work for the victory of Ukraine

For this, we have created all the possibilities within our venture builder:
— 8 infrastructure teams that help startups close any issues: from recruiting to finance and legal issues;
— A community of founders who have already launched more than one business and can share practical experience;
— Internal clubs by professional areas: marketing, development, finance, recruiting;
— Trainings, courses, attending conferences.

Let's build the next big everything together!