Customer Experience Specialist

About Thoro.ai

Thoro.ai is advancing industrial autonomy by enhancing productivity and satisfaction in the workplace. As a software, cloud, and integration company, we develop essential solutions enabling manufacturers of industrial equipment to launch autonomous products. Our fleet management tools connect these products with Warehouse Management Systems and other vital business workflows. Based in Pittsburgh, PA, our team combines deep industry knowledge with an optimistic outlook on industrial robotics' future. Thoro.ai is strongly positioned to lead the autonomous mobile robotics sector with expert teams, robust technology, and strategic partnerships.

Role Overview

We are seeking a Customer Experience Specialist to join our Customer Experience team in Pittsburgh, PA. This position involves working closely with Original Equipment Manufacturer (OEM) partners and occasionally end users to resolve technical issues, ensure smooth product adoption, and provide valuable feedback to internal teams. The role requires technical troubleshooting abilities, excellent communication, and customer advocacy skills. On-site support duties involving training, troubleshooting, and feedback collection will also be part of the position to promote customer success.

Primary Responsibilities

• Develop proficiency with the Thoro portal, OEM portals, logs, and debugging tools.
• Diagnose and resolve escalated customer technical problems.
• Serve as a technical escalation resource beyond frontline support levels.
• Communicate effectively with OEMs and customers regarding root causes, workarounds, and timelines.
• Collaborate with engineering teams using a product-focused approach to reproduce issues and verify fixes.
• Create documentation on solutions, recurring issues, and recommended practices for internal and external audiences.
• Recognize repetitive customer difficulties and highlight opportunities for systemic improvements.
• Provide on-site assistance for customer deployments and collect feedback.

Qualifications

• Between 1 and 5 years of experience in technical support, help desk, or field technician roles.
• Excellent verbal and written communication skills.
• Capability to explain technical information to non-technical stakeholders.
• Strong customer focus with a sense of ownership towards problem resolution.
• Willingness to travel approximately 50% of the time.

Compensation

This role offers an annual salary of $60,000.