We are seeking a skilled and customer-focused Customer Experience Associate (Mid-Level) to help deliver an exceptional experience throughout the customer journey. In this role, you’ll serve as a key point of contact for customers, ensuring their inquiries, feedback, and concerns are handled efficiently and professionally. With prior experience in customer service or experience roles, you’ll be expected to take initiative, contribute to process improvements, and help maintain high levels of satisfaction and engagement.
Customer Interaction & Support:
Respond to customer inquiries across various channels (email, phone, chat) with professionalism and care.
Resolve issues promptly, accurately, and with a focus on creating a positive customer experience.
Customer Journey Assistance:
Support customers through onboarding, product/service use, renewals, or issue resolution.
Proactively check in with customers to ensure they are satisfied and informed.
Feedback Collection & Analysis:
Gather customer feedback through conversations, surveys, or tools, and report insights to leadership.
Identify common trends, pain points, or opportunities to improve the customer experience.
Cross-Functional Collaboration:
Work closely with teams such as Sales, Product, and Operations to ensure customer needs are addressed promptly and holistically.
Act as the voice of the customer internally, advocating for improvements.
Process Improvement Support:
Identify gaps or inefficiencies in customer service workflows and suggest ways to improve them.
Assist in updating knowledge bases, FAQs, and support documentation.
Reporting & CRM Management:
Log all interactions, issues, and resolutions accurately in the company’s CRM or support system.
Track performance metrics such as response time, resolution rates, and satisfaction scores.
Bachelor’s degree in Business, Communications, Marketing, or related field
2–4 years of experience in customer service, customer experience, or a similar role
Proficiency with CRM or support tools (e.g., Zendesk, Salesforce, HubSpot)
Strong communication and interpersonal skills
Basic understanding of customer experience principles and tools
Customer-first mindset with excellent listening skills
Ability to manage multiple tasks while maintaining attention to detail
Proactive, self-motivated, and solution-oriented
Team player who thrives in a collaborative environment
Capable of handling difficult conversations with empathy and professionalism