Customer Experience Specialist Regista

We are looking for a highly skilled, proactive, and tech-savvy colleague who will play a key role in shaping how thousands of users interact with Regista. This role goes far beyond customer support - we need someone who can drive strategy, orchestrate priorities, collaborate deeply with Sales & Product teams, and represent the department at an executive level. 

What is Regista? Is a complete digitalization platform adopted by public authorities across Romania, as well as by private companies and citizens. It enables institutions to digitize document flows, electronic signatures, online requests, complaints, payments, and many other operational processes. By centralizing communication and modernizing administrative workflows, Regista becomes the key bridge between institutions, citizens, and private organizations. It facilitates transparency, reduces bureaucracy, and improves the efficiency of public services nationwide. You can check it out here: https://regista.ro

If you believe in delightful, scalable customer experience and you want a role with real ownership, let’s meet! Our recruitment process starts here. You in? 

What You Will Do:

• Handle customer interactions across all channels (calls, tickets, chat), ensuring advanced troubleshooting and a smooth experience;
• Prioritize incidents and requests based on urgency, impact, and product roadmap alignment;
• Document issues and new requests in a clear, reproducible manner, in Zoho Desk & Jira;
• Collaborate with the Product Owner, Business Analyst, and Development team to clarify issues, validate technical context, and refine specifications;
• Participate in sprint planning for client-requested features, providing customer insights and recommendation;
• Host and deliver webinars, product demos, onboarding sessions, and training initiatives for clients and partners;
• Support internal knowledge-sharing and coordinate onboarding for new team members;
• Work with Sales & Marketing teams, to create communication strategies, product updates, and customer education materials;
• Lead process improvement initiatives to optimize support flows and escalation paths;
• Receive a huge amount of thanks and gratitude from colleagues & clients. :)
• What you need for this role:
• Lead process improvement initiatives to optimize support flows and escalation paths;
• Receive a huge amount of thanks and gratitude from colleagues & clients. :)
• What you need for this role:
• Empathic and attentive to people’s needs, able to manage emotions effectively in stressful situations, and maintaining strong professional discipline;
• Strong experience with SaaS platforms and understanding of web applications development, including support workflows;
• Advanced troubleshooting skills (console logs, APIs, error patterns);
• Solid understanding of database fundamentals (queries, relationships, data integrity);
• Previous experience in Customer Support, Customer Experience, or Operations, ideally in a tech/SaaS environment;
• Excellent written, verbal, and presentation communication skills;
• Highly organized, proactive, and able to own initiatives end-to-end;
• Strong analytical and prioritization abilities, comfortable managing complex pipelines and requests;
• Sunrise Enthusiast: Embrace the early rays as our clients kickstart their day at 8:00 am;
• A patient and empathetic individual, we hold immense pride in fostering strong client relationships, and being an attentive listener is a valued trait.
• Strong experience with SaaS platforms and understanding of web applications development, including support workflows;
• Advanced troubleshooting skills (console logs, APIs, error patterns);
• Solid understanding of database fundamentals (queries, relationships, data integrity);
• Previous experience in Customer Support, Customer Experience, or Operations, ideally in a tech/SaaS environment;
• Excellent written, verbal, and presentation communication skills;
• Highly organized, proactive, and able to own initiatives end-to-end;
• Strong analytical and prioritization abilities, comfortable managing complex pipelines and requests;
• Sunrise Enthusiast: Embrace the early rays as our clients kickstart their day at 8:00 am;

Nice To Have:

• Experience working with public institutions or large private companies.
• Previous exposure to leadership, coordination, or SaaS project-based responsibilities.
• Good knowledge of Jira and support ticket platforms, as well as agile processes.
• We will spend time together and get to know each other like this:
• Experience working with public institutions or large private companies.
• Previous exposure to leadership, coordination, or SaaS project-based responsibilities.
• Good knowledge of Jira and support ticket platforms, as well as agile processes.
• We will spend time together and get to know each other like this:
• Meet our colleagues from Talent Experience ( aka HR)  - let’s get to know each other;
• After this conversation, you will be asked to complete a short form;
• Final discussion with Maria Leca - Head of Customer Support and Edward Cretescu - General Manager.

Our recruitment process is designed to foster diversity, equity, and inclusion. We are committed to creating a workplace where everyone feels valued, respected, and empowered to thrive.