We are looking for a proactive and customer-centric Customer Experience Specialist (Mid-Level) to join our CX team and play a key role in enhancing the overall customer journey. This position is ideal for someone with hands-on experience in customer support, success, or engagement roles who is ready to take ownership of initiatives that improve customer satisfaction, loyalty, and retention. You'll work cross-functionally, contribute to process improvements, and serve as a vital voice of the customer within the organization.
• Customer Interaction & Support:
Act as a key point of contact for customers, addressing inquiries, resolving issues, and ensuring a seamless experience across touchpoints.
Collaborate with internal teams to provide timely and accurate solutions to customer needs.
• Journey Monitoring & Improvement:
Analyze customer interactions and journey data to identify pain points and opportunities for enhancement.
Support the development and execution of initiatives aimed at optimizing customer engagement and satisfaction.
• Voice of the Customer (VoC):
Gather and analyze customer feedback through surveys, reviews, and direct interactions.
Help develop reports and share insights with relevant teams to influence improvements in products, services, and processes.
• Cross-Functional Coordination:
Work closely with Sales, Marketing, Product, and Support to ensure consistent customer messaging and service delivery.
Assist in aligning CX strategies with broader organizational goals.
• Reporting & CRM Management:
Maintain accurate records of customer interactions using CRM and CX tools (e.g., HubSpot, Zendesk, Salesforce).
Assist with the preparation of regular reports on customer satisfaction, response times, and other CX metrics.
Key Focus Areas:
Improving customer retention through meaningful interactions
Identifying and addressing customer friction points
Collaborating to deliver a consistent and high-quality customer experience
Supporting data-driven decision-making in CX initiatives
Bachelor’s degree in Business, Marketing, Communications, or a related field
2–5 years of experience in customer experience, customer service, or a related customer-facing role
Familiarity with customer journey mapping, support ticket systems, and feedback tools
Experience working with CRM and support platforms (e.g., HubSpot, Zendesk, Salesforce)
Strong communication and interpersonal skills
Analytical mindset with attention to customer behavior and experience trends
Organized, detail-oriented, and able to manage multiple tasks simultaneously
Customer-focused with a problem-solving attitude
Comfortable working in a collaborative, fast-paced environment