Subject Matter Expert (SME)

Recruiterflow is an AI-first operating system for your Search & recruiting business. We offer an integrated ATS & CRM along with a host of automation features designed to optimize your Recruitment Operations. We're not just building software - we're transforming how recruiting agencies operate. Our platform streamlines hiring into a structured sales process, enabling agencies to close positions faster, engage top talent, and scale with ease. We've secured a spot among the top 5 players in the industry, and our next goal is to break into the top 3 within three years.

We are hiring a Product SME which is the highest level of product expert within the Customer Success Team. This role owns complex product queries, escalations (including enterprise accounts), and best-practice guidance across teams. The SME plays a critical role in customer retention, proactively intervening in high-risk accounts to de-escalate issues, restore confidence, and prevent churn. The role partners closely with Product and Engineering to resolve issues end-to-end and continuously improve product usage, quality, and customer outcomes.

Core Responsibilities

• Product Ownership, Escalations & Retention
• Serve as the primary product authority for Recruiterflow features, workflows, automations, and integrations.
• Own high-impact and escalated cases end-to-end, actively de-escalating customer situations.
• Proactively intervene in at-risk and enterprise accounts to stabilize relationships and prevent churn.
• Lead escalation and retention calls, aligning technical resolution with customer confidence and expectations.
  
  

Team Enablement

• Provide advanced product guidance to Product Consultants, CSMs, and Support teams.
• Act as the final point of escalation for complex or non-standard use cases.
• Train and mentor Product Consultants, Support, and new hires; lead onboarding and refresher sessions for existing clients.
• Create product/process knowledge assessments and track team readiness.
  
  

Customer Enablement & Quality

• Enable customers with advanced configurations and best-practice solutions aligned to long-term success.
• Audit workflows, automations, and data quality to reduce friction and adoption risk.
• Identify recurring issues and drive process, tooling, or product improvements to improve retention outcomes.
  
  

Cross-Functional Collaboration

• Partner with Product, CSM and Engineering to communicate customer pain points and unblock critical issues.
• Perform regular audits of tickets and calls handled by Product Consultants to ensure quality, accuracy, and adherence to defined standards. Own assigned product areas, ensuring consistency and accuracy across teams.
  
  

Requirements

• 2-4 years of experience in B2B SaaS support or operations; ATS/CRM experience preferred.
• Proven ability to manage complex escalations, enterprise customers, and retention-critical issues.
• Experience auditing support cases and customer calls and using insights to improve quality and consistency.
• Strong skills in analyzing product behavior, workflows, and data issues to drive root-cause resolution.
• Hands-on experience tracking and improving team KPIs (CSAT, QA, SLAs, escalations).
• Experience managing or mentoring teams of 4+ members with a customer-first, ownership mindset
  
  

Success Metrics

• Reduced escalation and churn-risk resolution time
• Improved retention and renewal outcomes for at-risk accounts
• Higher team product confidence and accuracy
• Fewer repeat issues through stronger processes and documentation

Skills Required
Qa, Product Ownership, Slas, CSAT, Data Quality, Retention