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Customer Experience Representative – Colorado Remote
Support customers and partners using Scaled Agile’s enterprise agility and AI training platform. Manage support cases, certifications, courseware, learning systems, and initiatives that improve the customer experience.
विवरण
- Deliver frontline support to customers and partners through digital channels, phone, and events.
- Handle customer questions by phone and through the tiered case management system.
- Guide members in using Scaled Agile’s Community Platform.
- Arrange exams, administer surveys, process certification results, and follow up with students.
- Coordinate the fulfillment and distribution of licensed courseware purchases.
- Improve and document customer operations processes at Scaled Agile.
- Assist with Scaled Agile training courses and events.
- Work with Partner Development and Enterprise Solutions to strengthen partner and enterprise customer experiences.
- Coordinate communications and distribution for newly released courseware.
- Keep the LMS current with exam materials, courseware, and video-based learning.
- Take on other Scaled Agile projects as assigned.
- Evaluate customer feedback and apply it to ongoing experience improvements.
आवश्यकताएँ
- At least two years of customer support experience, preferably in a learning or service organization with a membership or certification model.
- Use sound judgment and take initiative when resolving member issues.
- Strong command of office productivity tools, including Gmail, Google Apps, Confluence, Salesforce, and customer success platforms.
- Working knowledge of Microsoft Excel and Google Sheets, including VLOOKUPs, formulas, and pivot tables.
- Salesforce experience is preferred.
- Perform effectively in a high-volume setting while meeting KPIs related to customer satisfaction, Net Promoter Score, and Customer Effort Score.
- Apply strong problem-solving abilities and develop creative solutions.
- Communicate clearly, concisely, and engagingly in writing.
- Demonstrate excellent organization, close attention to detail, reliability, and punctuality.
- Work independently and recognize when to seek assistance, guidance, or clarification.
- Identify customer problems and develop potential solutions that can be explained clearly.
- Manage time effectively, prioritize work, meet deadlines, and deliver high-quality customer service.
- Work from a home office in the United States and cover one required schedule: 10 AM–7 PM EST, 9 AM–6 PM CST, or 8 AM–5 PM MST.
- benefits
लाभ
- Medical insurance
- Dental insurance
- Vision insurance
- Optional insurance products
- 401(k) with employer match
- Flexible paid time off
- Company-paid sabbatical after seven years of service
- Bonus plan
- Equity options
- Personal development and growth opportunities
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