Escalation Manager (EMEA)

Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises.

We’re on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren’t generic copilots. They’re fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one.

Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale.

Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language. As a Series C company with consistently high year-over-year growth, we’re scaling fast and investing in people who want to shape the future of work with us.

Join us in unlocking global potential, one human and agent team at a time.

Smartcat was founded in 2016 to help global enterprises create and manage their multilingual content. Today, Smartcat is the essential language AI platform for the global enterprise.

Our client-tailored language AI turns content in any format into any language, from documents to videos to complex websites and software, making global operations simple for any corporate team. It also allows any user to create new content by tapping into a multilingual enterprise library.

More than 1,000 global companies including 25% of the Fortune 500 trust Smartcat to communicate their innovations and ideas all over the world.

Smartcat’s vision is to realise a world where there is equal access to innovations and ideas.

Smartcat is backed by Matrix Partners, FJ Labs, and other leading VC firms focusing on SaaS, marketplaces and AI. You might recognize names like HubSpot, Zendesk, Uber, Stripe, RigUp, and Quora in their portfolios. Despite the economic recession, Smartcat is growing at 150% YoY. It's well-funded and capital efficient, providing a unique combination of a hyper-growth environment with downside protection and the ability to think and plan long-term.

Mission

The mission of a Customer Experience Specialist at Smartcat is to address our customer’s needs by offering assistance with empathy, passion, and clear communication, collaborating closely with the product team by reporting feedback and escalating issues (feature requests, bugs, etc.) as needed. By delivering excellent support to our amazing users, you’re expected to maintain a great customer satisfaction rate in this role.

Outcomes

• Keep the CSAT above 96%
• Ensure SLA goals are met (target > 95%)
• Keep the quarterly churn level below 3%

Your responsibilities will be

• Resolve customer requests in modern ticketing systems such as Zendesk and YouTrack
• Engage with customers via tickets during respective shifts
• Effectively take part in the rotational on-call roster to help our enterprise customers with critical issues during off-business hours. We offer on-call allowances as per the shifts.
• Brainstorm and troubleshoot complex issues
• Develop and maintain documentation for the user's help center and internal usage
• Escalate customer requests to other teams (product, infrastructure, DevOps, etc.)
• Engage and collaborate with engineers, analysts, testers, product managers, and other customer-facing teams such as the Accounts management team and Sales for a top-notch customer experience.

Requirements

• Must have or practice consistently the values of customer obsession, empathy, ownership, and openness.
• Excellent written and spoken English communication skills
• Basic knowledge of and experience with Python scripting, APIs, HTTP request methods, XML, JSON, different types of file structures, Xpath and Regex expressions
• Experience with localization and translation is a plus
• Possess exceptional troubleshooting and problem-solving skills
• Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
• Openness to constructive feedback and the opinions and ideas of others

Why joining Smartcat might be your best move so far

• Innovating the $50 Billion industry
  Smartcat’s innovative business model taps into this $50B language translation industry with a platform allowing enterprise end users to stop using traditional outsourcing and enjoy easy-to-use AI-powered SaaS that delivers immediate high-quality results at a fraction of the cost.
• High-impact role enabling innovation and inclusion in organisations
  You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide.
• Fully remote team of high-performers
  We are a global team of 170+ enthusiastic people. We have been fully remote since 2020, with some locations populated with more “Smartcatters” than others, such as Boston, NYC, SF, the Bay Area, London, Lisbon, and Yerevan. We strive to grow aggressively, but we also preserve our high performance, engagement, and open feedback culture. As diverse as we are, we love working and having fun together, and we’re sure you’ll love working with us too.
• Join the rocketship to scale-up 10x and beyond together
  We are looking for someone who will become a part of the team and play a critical role in the most exciting part of our journey from a post-Series B startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn’t for the faint of heart. We are growing 150% YoY thanks to the strong product-market fit and the culture of high sense of urgency.
• Celebrating diversity
  We welcome everyone and create inclusive teams. We celebrate differences and encourage everyone to join us and be themselves at work. We are committed to diversity and inclusion & prohibit discrimination and harassment.

• A global, connected team
  We’re a team of 200+ people across 30+ countries, working together through a hub-and-spoke model anchored in eight key locations: New York, London, Lisbon, Costa Rica, Serbia, Armenia, Georgia, and Spain. Most of our roles are remote-friendly, giving you the flexibility to do your best work from where you thrive. For customer-facing teams, we prioritize proximity to our customers, ensuring we stay deeply connected to their needs and deliver an exceptional experience. No matter where you’re based, you’ll be part of a highly collaborative, globally-distributed team that values ownership, speed, and meaningful impact.
• Be part of an AI Native Organization
  We are highly innovative, using AI across all areas of the organization to accelerate decision-making and free people to focus on strategy and high-impact work. We embrace new ideas and encourage all Smartcaters, regardless of level or department, to manage their own AI Agents. At Smartcat you’ll shape how AI transforms the workplace and play an integral role in ensuring Smartcat remains a leader in AI innovation.
• Innovating a $100 Billion industry
  Smartcat is reshaping the $100B multilingual content industry with an AI-powered platform that makes it easy for companies to create, translate, and localize global content at scale. Our platform enables enterprise teams to move away from slow, traditional outsourcing methods, and achieve fast, high-quality results, at a fraction of the cost.
• Join the rocketship to scale-up 10x and beyond together
  We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn’t for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here.
• Smartcat Culture Code: Where Diversity Meets High Performance
  At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and engagement. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to inclusion is steadfast, and we stand firmly against discrimination and harassment.