Customer Experience Specialist

About the role

CyberVadis is seeking a Customer Experience Specialist to manage a portfolio of rated companies and coordinate client‑facing content. The role blends direct client support with creative content initiatives to keep customers engaged.

Key responsibilities

• Deliver exceptional support via email, phone, and live chat.
• Own a dedicated portfolio of accounts as the main point of contact.
• Guide clients in using the platform and its features.
• Investigate and resolve issues efficiently with clear communication.
• Support post‑assessment activities such as scorecard education and improvement‑plan guidance.
• Educate clients on cybersecurity best practices.
• Maintain accurate records of interactions.
• Collaborate with internal teams (Product, Tech, Account Management) to improve user experience.
• Coordinate logistics of client‑facing content (use cases, videos, newsletters, articles) and track approvals.
• Organize online events and webinars, handling scheduling, invitations, speaker coordination, platform setup and follow‑up.
• Share client feedback to improve self‑service resources.

Required profile

• Minimum 2 years experience in customer support or success, preferably in a technology environment.
• Strong organizational and project‑coordination skills.
• Customer‑centric mindset with solid problem‑solving abilities.
• Excellent written and verbal communication, adaptable tone across channels.
• Passion for artificial intelligence and willingness to experiment with new technologies.
• Ability to work independently while managing multiple initiatives.
• Proficiency in French and English; additional languages a plus.
• Bachelor’s degree or equivalent experience; background in marketing, communications or content creation is a plus.
• Experience building or managing a client community or loyalty program is desirable.