Customer Experience Specialist

About maids.cc

maids.cc is a tech-powered platform that makes hiring and managing domestic workers simple and stress-free. Through smart automation and AI, we help families find reliable support at home while we handle the complex visa, legal, and operational work behind the scenes.

Our mission is simple: remove friction, build trust, and make every step feel human and effortless.

The Role

We’re hiring a Customer Experience Specialist to help us design and deliver experiences that make customers feel genuinely taken care of.

This role is for someone with high emotional intelligence —someone who can sense what customers are feeling even when they don’t say it directly. You naturally put yourself in the customer’s shoes. You can tell the difference between a simple question and a moment where trust is slipping.

You don’t just respond to customers—you observe patterns , identify friction , and turn insight into action . When an experience works, you want to understand why and repeat it. When it fails, you don’t move on until it’s fixed.

Your work will directly improve measurable outcomes: clearer WhatsApp conversations, smoother chatbot flows, fewer drop-offs, faster resolutions, and higher conversion—without pressure tactics or gimmicks.

What You’ll Focus On

You’ll sit at the intersection of Customer Experience, Operations, and Product , owning a simple but powerful improvement loop:

Observe → Diagnose → Propose → Ship → Measure → Iterate

You’ll constantly ask:

• What is the customer trying to do right now?

• What is the easiest next step for them?

• Where are we creating friction—and how do we remove it?

What You’ll Do

• Review and analyze WhatsApp, chatbot, and agent conversations to spot confusion, friction, trust drops, and emotional signals.

• Identify key emotional drivers (frustration, hesitation, relief, delight) that impact satisfaction, retention, and conversion.

• Turn insights into practical improvements:

• Message rewrites

• Chatbot flow updates

• Better handover logic

• Process fixes and SOP improvements

• Work closely with CX, Product, Operations, and Marketing to align stakeholders and push improvements through to implementation.

• Measure impact using metrics such as conversion rate, drop-offs, complaint volume, resolution time, CTA completion, and micro-conversions.

• Close the loop: you don’t just surface problems—you follow through until solutions are live and working.

What We’re Looking For

• Degree in Business, Marketing, Economics, Psychology, Social Sciences, Political Science , or a related field (final-year students and recent graduates are welcome) .

• High emotional intelligence: you can read between the lines and respond with calm, human clarity.

• Strong common sense and curiosity—you naturally ask “why?” until things make sense.

• Analytical mindset: comfortable using data, patterns, and real conversation examples to support recommendations.

• Ability to balance customer empathy with real operational constraints.

• Excellent communication and storytelling skills—you can turn messy input into a clear narrative and action plan.

• Proactive and persistent—you enjoy following up, challenging assumptions, and pushing work across the finish line.

• Genuine interest in how technology and AI can improve customer journeys and operations (no technical background required).

Why Join maids.cc

• Your work will directly shape how thousands of families experience our service.

• You’ll have real ownership and visibility over improvements—not just reports.

• You’ll work closely with Product and Operations, not in a silo.

• You’ll help turn complex, emotional moments into simple, trusted experiences.

If you’re empathetic, detail-driven, and motivated by turning messy customer moments into clear, human experiences that actually convert, we’d love to meet you .