Simulation Details

Smartcat is a Series C company transforming the $100 billion multilingual content industry by addressing inefficiencies in traditional outsourcing. Its Language AI platform combines AI-driven translations with human editing, enabling global enterprises to produce high-quality multilingual content faster and at lower costs. By reducing turnaround times by 70%, Smartcat helps clients meet tight deadlines without compromising quality. Trusted by over 1,000 companies, including 25% of the Fortune 500, Smartcat has achieved 130% year-over-year growth. With a decentralized team of over 200 professionals across 30+ countries, the company ensures seamless collaboration and 24/7 customer support. Advanced tools like Zendesk and YouTrack streamline workflows, enabling the team to resolve issues quickly and maintain a CSAT score above 96%. Backed by leading venture capital firms, Smartcat is committed to creating equal access to ideas and innovations worldwide.

Step into the role of a Customer Experience Specialist at Smartcat and tackle a high-stakes challenge: resolving a critical multilingual content outage for a Fortune 500 client during a product launch. Engage in real-time, one-on-one chats with key stakeholders, including the client’s Senior Localization Manager, who is under immense pressure to ensure the launch proceeds as planned. Your task is to gather detailed information about the issue through empathetic and structured questioning, then escalate the problem to a Senior Software Engineer on your team with clear and concise communication. Throughout the simulation, you must balance the urgency of the client’s demands with the technical constraints of your internal team, ensuring alignment and maintaining trust. Your ability to manage relationships and solve problems under pressure will be put to the test.

– Gather detailed information about the issue by engaging with the client.
– Use empathetic communication to validate the client’s concerns.
– Escalate the issue to the internal team with clear and concise details.
– Ensure alignment between the client’s expectations and the internal team’s resolution efforts.
– Maintain ownership of the resolution process and preserve the client’s trust.

Team

Who you will work with in this Simulation
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.

Elena Morozova
Senior Localization Manager – Client

Rajesh Iyer
Senior Software Engineer – Language AI

Alex Carter
Customer Experience Specialist

Sofia Alvarez
Customer Support Team Lead

Organization

A Series C company revolutionizing the multilingual content industry with its Language AI platform.