Job Description

When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture.

Not heard of us? We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 60,000 customers in 150+ countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 300 employees worldwide with our primary offices based in Boston (Massachusetts), and London / Farnborough.

Role and Responsibilities

We are looking for a highly organized and detail-oriented Customer Service Enablement Specialist. to join our team. In this role, you'll play a crucial part in ensuring the efficient operation and continuous improvement of our CRM system, while also developing and maintaining essential documentation. You'll be the go-to person for triaging cases, identifying system enhancements, maintaining data accuracy, and empowering our teams with clear, concise resources.

Case Triage & Management:

Efficiently triage and manage incoming cases within the CRM, adhering to defined processes and ensuring quick resolution. Accurately update case details, including subscription ID, contact, account, reasons, and sub-reasons. Assign cases to the appropriate teams (Partner Team, Exclaimer Desk, Finance, Sales, Customer Success) for resolution. Manage and prioritise escalated cases, ensuring they are actioned within a 24-hour period collaborating with QA Operations Specialist.

CRM Optimization & Enhancement:

Identify opportunities to enhance triaging processes and implement automations to improve case handling efficiency. Work collaboratively with the Business Systems and Customer Operations teams to implement CRM enhancements. Partner with the Desk Manager to identify pain points within the CRM and develop solutions to simplify its use for all stakeholders. Raise and monitor CRM bugs, providing regular updates to the Desk Head and Managers.

Data Integrity & Administration:

Maintain the CRM system to ensure accurate and up-to-date client data at all times (e.g., merging duplicate records, updating account details). Perform basic administrative tasks to support the wider Sales, Finance, Partner, and Exclaimer Desk teams.

Documentation & Training:

Develop, update, and maintain comprehensive

CRM process documentation, user guides, and FAQs

. Create clear and concise

how-to articles and training materials

for CRM users across different departments. Ensure all documentation is easily accessible and kept current with any system updates or process changes. Identify documentation gaps and proactively create new resources to address user needs.

Skills, Knowledge, and Experience

Proven experience working with CRM systems (experience with Salesforce is a plus). Strong analytical skills with the ability to identify process inefficiencies and propose solutions. Excellent attention to detail and a commitment to data accuracy. Exceptional organizational and time management skills, with the ability to prioritize effectively in a fast-paced environment.

Demonstrated ability to create clear, concise, and user-friendly documentation, including process guides and training materials.

Clear communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users. Ability to work independently and collaboratively within a team. A proactive and problem-solving mindset.

At Exclaimer, we're proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you.

Alongside competitive pay, you'll have access to generous paid time off, flexible working options including our XFlex programme and a "work from anywhere" allowance - plus enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood. Our wellbeing offering includes comprehensive healthcare coverage, fully funded insurance and income protection, access to 24/7 virtual care, and mental health, legal and financial support through employee assistance programmes. We help you plan for the future with contributory retirement plans and savings support, and back your day-to-day wellbeing with perks like subscriptions to Calm and Blinkist, fitness and lifestyle credits, global travel assistance and a wide range of discounts. Wherever you're based, you'll find that Exclaimer's benefits are designed to help you thrive: at work and beyond.

At Exclaimer, inclusion is more than a policy - it's part of who we are.

We're proud to be an equal opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We're building a culture where everyone feels they belong and can thrive, and we'd love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process, please email the team in confidence via Work@Exclaimer.com to let us know.