Customer Care Specialist

Quick Facts

• End-to-end ownership of client relationships, from onboarding to long-term VIP care
• Focus on customer processes, retention, upsell/cross-sell, and continuous improvement
• Close collaboration with Sales, Marketing, and Operations

Description

You will take full responsibility for customer care, ensuring a strong customer experience from first onboarding through ongoing VIP support. The role has a direct impact on client satisfaction, brand reputation, and long-term company growth. You’ll improve customer processes, manage feedback into concrete product/service and pricing improvements, and track customer activity in CRM.

Responsibilities

• Set up and refine customer processes: onboarding, support, escalation, and SLAs
• Manage existing clients: portfolio care, retention, upsell and cross-sell in cooperation with Sales
• Build long-term relationships with key and VIP customers
• Collaborate with Sales, Marketing, and Operations (hosting, logistics, finance)
• Collect and evaluate customer feedback and turn it into improvements to products, services, and pricing
• Use CRM for reporting and maintain visibility into what’s happening with customers
• Represent the company at personal meetings, events, and client gatherings
• Help define customer experience standards for international expansion

Requirements

• Experienced, independent, and empathetic personality with a strong customer-centric mindset
• Ability to work with data, set up processes, and improve customer experience
• Excellent communication skills; ability to manage demanding situations calmly and with perspective
• CRM and ticketing experience is a major advantage
• Fluent Czech and English (additional language is a plus)

Benefits

• Key role with real impact on the company’s operations
• Work with international and VIP clientele
• Motivating compensation plus bonuses tied to customer satisfaction, retention, and upsell
• Opportunity to receive rewards in Bitcoin
• High autonomy, fast decision-making, and minimal bureaucracy
• Startup environment in modern AFI Butterfly Karlín offices
• Stable company with a strong market presence
• Opportunity to contribute to company growth and international expansion
• Brand representation at events, in media, and during personal meetings
• Business trips to international hosting locations (UAE, USA, Ethiopia, etc.)
• Benefits and support from experienced professionals