{"id":1260475,"url":"https://alion.io/job/entrupy-customer-experience-specialist-i","title":"Customer Experience Specialist I","company":{"id":1855315,"name":"Entrupy","domain":"entrupy.com","url":"https://alion.io/company/entrupy","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"C","score":64,"open_postings":10,"ghost_share":0.6,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":["US","IN","JP","GB","BR"],"hiring_countries_total":5,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":75000,"period":"year","method":"role_seniority_country_cell","sample_n":17},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Vision","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-05T08:56:16Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-18T17:19:29Z","board_verified":true,"closed_at":null,"days_open":74,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":73},"description":"About Entrupy\nEntrupy is a global technology company whose mission is to protect businesses, borders and consumers from transacting in counterfeit goods. Entrupy has developed a patented technology system which utilizes a combination of AI and computer vision to instantly identify and authenticate high value physical goods.\nEntrupy’s solutions serve business customers including leading luxury brands, retailers, e-commerce marketplaces and online resellers in over 60 countries. Entrupy is growing quickly with team members based in the US, India, Japan and Brazil. Entrupy’s solutions in market:\n Entrupy Apparel Authentication\n Entrupy Bags & Leather Goods Authentication\n Entrupy Sneaker Authentication\n Entrupy Fingerprinting\nAs we continue to build...\nWe’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world - we’d love to have you apply.\nAbout the Team/Role\nEntrupy Inc. is seeking a full-time remote Customer Experience Agent. The Customer Experience Agent position is a salaried position. You will be trained on how to assist customers via phone, email, our in-app chat, and our CRM platform. This position also includes conducting in-person customer trainings through Google Meet, where you walk the customer through how to use the device and go over FAQs. You will be responsible for meeting and exceeding SLA’s through quality and efficient processing.\nReports to: Customer Experience Lead\nLocation: United Kingdom\nLocation Type: Remote\nWhat you'll do:\nMonitor all customer-facing platforms (chat, email, phone, website contact form, etc) to resolve customer issues and conduct customer outreach as needed.\nMaintain high operational standards by consistently achieving target performance metrics across First Response Time, QA quality scores, CSAT, and Full Resolution Time.\nWork closely with the authentication operations teams to provide support for timely and accurate result delivery.\nCollaborate with internal stakeholders, such as Sales, Billing, Product, and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner.\nGuide customers through an onboarding process and ensure successful implementation into their day-to-day operations\nCoordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience.\nMonitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value\nCreate and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves\nRepresent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience.\nWhat you bring\nProficient in both Italian and French.\nAt least 3 years of experience in customer support.\nTime management skills in prioritizing daily tasks\nDetail-oriented with strong organizational skills\nStrong oral and written communication skills with empathy and problem-solving mindset\nAbility to work in a fast-paced environment\nTech-savvy and solutions-oriented\nEffectively communicate technical concepts to audiences of varying technical ability\nExperience in B2B SaaS Customer Support is a plus\nDesired Language Support: \nEnglish, Italian and French\nWhat we offer\nMarket-competitive compensation structure\nGenerous time away, including company holidays and more!\nOpportunity to be part of the diverse and growing team across Japan,UK, US, India, Austria, HongKong, China, SEA, Poland and Brazil.\nWe have had an incredible run so far and are laying the foundation for a culture that is fast-paced, entrepreneurial, and rooted in passion, kindness, and positivity. We live by these values - we hire by them, promote them, and celebrate them every day.\nPlease apply if you want to be a part of a collaborative and dynamic team with a passion for working with high-end luxury brands and cutting-edge technology, and want to be at the forefront of AI innovation.\nEntrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.","description_format":"text","description_chars":4559,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Italian","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"India","iso":"IN","kind":"country"},{"name":"Japan","iso":"JP","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Secondhand","Bags, Luggage & Leather Goods","Brand Protection & Anti-Counterfeiting"],"lifecycle":[{"event":"open","at":"2026-09-25T20:23:28Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.142,"p_room":0.28,"age_days":72,"expected_fill_days":7,"reasons":["conf:0","stale_co","win:tail","crowd:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/entrupy-customer-experience-specialist-i","json_url":"https://alion.io/job/entrupy-customer-experience-specialist-i.json","meta":{"generated_at":"2026-10-18T18:49:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23215,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1855315},"rest":"https://alion.io/mcp/rest/get_company?id=1855315"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fentrupy-customer-experience-specialist-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fentrupy-customer-experience-specialist-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fentrupy-customer-experience-specialist-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/entrupy-customer-experience-specialist-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fentrupy-customer-experience-specialist-i"}]}