Customer Experience Specialist

About us:

JATO Dynamics is a global company and the leading provider of automotive market intelligence. With an insight into over 50 overseas markets, we deliver the world's most complete, accurate and up-to-date automotive data and insights, creating significant competitive advantage to our customers.

Find out more about what we do here:
JATO

Our vision.
Our vision is to be the world's most exciting leader in automotive business intelligence solutions. We aim to generate excitement through implementing pioneering ideas, problem solving and going beyond our customer expectations. Our JATO colleagues are partners in our future and stakeholders in our desires. Our strategic intent is to help customers create significant competitive advantage by constantly leading in connected data, information and knowledge provision, ultimately improving our customers' work processes, informed decision-making and business results.

Role Overview:

As a Customer Experience Specialist, you are the bridge between customer needs and JATO's Software as a Service (SAAS) solution, delivering timely technical, product, and training expertise that builds trust and drives success. You provide technical and data support, demonstrate JATO solutions collaborating with Customer Experience, Commercial, and global teams during pre and after sales situations to ensure every interaction is seamless, every challenge is met, and every customer feels valued. Your mission: exceed expectations, elevate experiences, and help JATO become a trusted, long-term partner.

Key Responsibilities:

Troubleshooting & Issue Resolution

• Deliver expert technical support for SaaS-based and legacy product solutions, diagnosing complex data and user issues through root cause analysis, guided walkthroughs, and collaboration with internal teams for escalation and resolution
• Proactively identify high-priority issues and escalate them to the appropriate technical teams to ensure timely resolution and minimize customer disruption

Pre-Sales Support, Customer Training & Enablement

• Support SaaS-based and legacy product demonstrations and training sessions to be the technical expert during the Sales process and throughout customer lifecycle
• Lead engaging user training sessions and application walkthroughs to empower customers with product knowledge and best practices
• Create and maintain clear, user-friendly support documentation and guides to enhance self-service capabilities and drive product adoption
• Ensure every customer interaction is seamless and frictionless, fostering positive brand perception, customer advocacy, and long-term loyalty
• Develop deep expertise in global and regional product offerings to deliver personalized guidance, dynamic support, and strategic recommendations tailored to customer needs

Technical Support Operations

• Manage and monitor support tickets from intake to resolution, ensuring timely updates and closure in alignment with customer-defined SLAs
• Participant in User Acceptance Testing (UAT) for new product releases, validating functionality and ensuring readiness for customer deployment

Onboarding & Implementation

• Execute comprehensive onboarding plans that include technical setup, product training, and integration support to ensure successful customer implementation
• Assist customers with initial account configuration, data requirements, and platform integration, ensuring a smooth and confident start
• Collect and analyze customer feedback through structured surveys and informal conversations to identify opportunities for improvement across product, process, and service delivery
• Use customer journey frameworks and CRM tools to guide customers through pre- and post-sale engagement, building strong relationships and driving long-term success

Key Requirements:

• 2–5 years of progressive experience in a customer-facing SaaS solution technical support role
• 2+ years of experience in automotive, data solutions, or digital environment
• Fluency in English (written and verbal) is essential
• Bilingual proficiency in Spanish (written and verbal) is essential
• Proficient in Software as a Service (SaaS) cloud-based software platforms
• Strong proficiency in SQL for managing and querying relational databases
• Solid understanding of web technologies including APIs, XML/JSON, and REST
• Proficient in IT tools and platforms, like Microsoft Office Suite, Excel, Power BI
• Familiarity with customer service platforms such as CRM systems, Jira Service Desk (JSD), and case management tools
• Proven ability to troubleshoot and resolve issues proactively and systematically
• Exceptional attention to detail and capable of resolving complex technical issues
• Strong critical thinking skills with ability to analyze problems and recommend effective solutions
• Demonstrated responsiveness and adaptability in dynamic environments
• Commitment to going above and beyond to meet customer goals and deliver added value
• Passion for customer success and ability to manage conversations within a customer-centric and continuous improvement frameworks
• Excellent communication, presentation, and facilitation skills
• Strong collaboration skills with a team-oriented mindset
• Self-motivated, confident, and enthusiastic approach to work

Our values
. JATO core values are Integrity, People First, Collaboration, Innovation and Excellence.

Learn more about our values here:
JATO Core Values

JATO Dynamics is a global business and our success is attributed to the diversity, skills and experiences of our colleagues across the world. We are proud to be an equal opportunity employer and are committed to equal employment opportunity regardless of race, sex, age, gender identity, sexual orientation, religion or belief, disability, marital status or veteran status.