Customer Experience Specialist, SMB in London

At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.

NAVEX is seeking a Customer Experience Specialist to support the experience of our small and medium market customers through digital engagement, operational support, and efficient issue resolution. In this role, you will serve a large base of customers through scalable programs, automation, and self-service resources, helping ensure customers can successfully go onboard, adopt NAVEX solutions, and access assistance when needed. As the Customer Experience Specialist, you will work as part of a collaborative team responsible for supporting approximately 5,000 customers, delivering consistent and efficient engagement without dedicated account management. You will play an important part in maintaining customer satisfaction, identifying experience trends, and ensuring our SMB customers realise value from their NAVEX solutions.

What you’ll get:

• Meaningful Purpose: Your work helps organisations operate with integrity and protect their people—at a scale few companies can match.
• High-Performance Environment: We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture: We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters: You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results: We provide clear, competitive compensation designed to recognise measurable outcomes and real impact.

What you’ll do:

• Respond to customer inquiries through phone, email, chat, and digital support channels, ensuring a timely and helpful response.
• Assist customers with questions related to onboarding, platform usage, and general product support.
• Ensure efficient resolution of issues impacting customer experience by coordinating with internal teams when necessary.
• Support digital onboarding programs and automated customer engagement campaigns designed to help customers successfully adopt NAVEX solutions.
• Assist with webinar coordination, customer education sessions, and training initiatives.
• Maintain and update help center documentation, tutorials, and knowledge base articles to support customer self-service.
• Promote and guide customers toward self-service resources that help them quickly resolve common questions.
• Monitor trends in customer inquiries, support requests, and feedback to identify common challenges across the small-market customer base.
• Surface recurring issues and insights to internal teams to help improve products, processes, and customer resources.
• Coordinate internally to resolve customer challenges before they impact satisfaction or retention.
• Gather feedback from small-market customers to inform improvements to product functionality, digital engagement programmes, and customer education resources.

What you’ll bring:

• 2+ years of experience in Customer Support, Customer Experience, Customer Success, or SaaS service roles.
• Strong written and verbal communication skills with the ability to support customers across digital channels.
• Experience supporting customers through phone, email, chat, or help desk platforms.
• Ability to manage multiple customer inquiries while maintaining a high level of service quality.
• Comfort working with digital engagement tools, help center platforms, and knowledge base systems.
• Strong attention to detail and ability to document and maintain accurate information.
• Problem-solving mindset with the ability to collaborate across teams to resolve customer issues.
• Comfort working in a fast-paced environment supporting a high volume of customers.
• Culture Agility: Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through.
• AI Readiness: Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes.

Our side of the deal: We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way. The starting pay for this role is 45,000 GBP with 5% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.