Customer Experience Specialist

About the role

CyberVadis, an information security company, is looking for a Customer Experience Specialist. The role is dual: you will manage a dedicated portfolio of rated companies as their main point of contact, while also coordinating the content and community initiatives that keep clients engaged beyond day-to-day support.

Key responsibilities

• Deliver customer support by email, phone and live chat, and investigate and resolve issues with timely follow-up.
• Own a portfolio of accounts, act as the main contact and guide clients in using the platform.
• Support post-assessment activities such as scorecard education, improvement plans and client retention.
• Educate clients on cybersecurity best practices and help them improve their performance.
• Maintain accurate records of customer interactions and work with Product, Tech and Account Management teams.
• Coordinate client-facing content (use cases, videos, newsletters, articles): collect input and approvals, track deadlines and keep stakeholders aligned.
• Support online events and webinars, including scheduling, invitations, speaker coordination and follow-up.
• Share client feedback with teams so they can improve self-service resources such as FAQs and user guides.

Required profile

• 2+ years of experience in customer support or customer success, preferably in a technology environment.
• Strong organisational skills, with experience coordinating projects or events.
• Ability to work independently and manage several ongoing initiatives at once.
• Fluent French and English are mandatory; other languages are a plus.
• Preferred: Bachelor's degree in a related field, marketing or communications background, and experience building a client community or loyalty program.

Required skills

• Excellent written and verbal communication, adaptable to different channels.
• AI enthusiast: motivated by the potential of artificial intelligence and eager to experiment with new technologies.