We are seeking a seasoned and analytical Customer Experience Associate (Expert Level) to lead advanced customer service initiatives and optimize the overall customer journey. This role is designed for professionals with deep experience in customer engagement, issue resolution, and experience strategy. You’ll serve as a go-to expert for complex inquiries, contribute to operational improvements, and play a key role in shaping a high-performing, customer-first culture.
Complex Customer Support:
Handle escalated or high-impact customer cases with precision, empathy, and a solution-focused approach.
Guide other associates in managing difficult conversations and improving resolution quality.
Customer Journey & Experience Optimization:
Identify friction points in the customer journey and collaborate cross-functionally to develop targeted improvements.
Support initiatives to personalize the customer experience and enhance loyalty and satisfaction.
Process Development & Best Practices:
Develop and refine service processes, playbooks, and customer support documentation.
Lead training and coaching sessions to share advanced techniques and CX insights with peers and new hires.
Data Analysis & Reporting:
Analyze customer feedback and support data (NPS, CSAT, ticket resolution times, etc.) to provide actionable insights.
Present findings and recommendations to leadership to influence CX strategies.
Technology & Tools Optimization:
Act as a power user for CRM and CX platforms, identifying areas for better usage, automation, or integration.
Provide feedback to improve tools and workflows based on hands-on experience and customer feedback.
CX Thought Leadership:
Stay informed about the latest trends in customer experience, digital service tools, and customer behavior.
Serve as a CX champion, advocating for the customer across departments.
Bachelor’s degree in Business, Communications, Marketing, or a related field (CX certifications are a plus)
5–7+ years of experience in customer experience, service delivery, or customer support roles
Advanced experience with CRM and support platforms (e.g., Salesforce, Zendesk, HubSpot, Intercom)
Strong background in analyzing customer data and translating insights into strategy
Exceptional problem-solving and critical thinking skills
Excellent communication, coaching, and collaboration abilities
Strong attention to detail and process efficiency
Ability to influence stakeholders and drive customer-centric decisions
A proactive mindset with a continuous improvement approach