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Scaled Agile, Inc.
Scaled Agile, Inc.
51 – 200 Employees
B2BConsultingEducation
Scaled Agile, Inc. develops and supports SAFe®, a framework for business agility used by organizations seeking to improve how they plan, coordinate, and deliver value. Its work spans consulting, professional learning, certification, and a global partner network, supported by a community of more than 1,000,000 trained professionals. The company helps enterprises strengthen agile ways of working, respond to changing opportunities, and connect business priorities with customer outcomes. Scaled Agile also contributes to the Pledge 1% movement through corporate philanthropy and community service.
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Customer Experience Representative

Support Scaled Agile customers and partners as they use training, certification, and learning platforms. Coordinate customer service, exams, courseware, and learning management system operations.

USUnited StatesCOColorado
$20 – $26 / hour
RemoteFull-timeJuniorMiddleNo degree requiredEnglish RequiredCustomer Support

Description

  • Deliver front-line support to customers and partners through digital channels, phone, the tiered case management system, and events.
  • Respond to customer and partner questions promptly and courteously.
  • Train members to use Scaled Agile’s Community Platform.
  • Schedule exams, administer surveys, process certification results, and follow up with students.
  • Coordinate and distribute licensed courseware orders.
  • Manage communications and distribution for new courseware releases.
  • Keep the Learning Management System current with exam updates, courseware, and video learning materials.
  • Assist with Scaled Agile training classes and events.
  • Work with Partner Development and Enterprise Solutions teams to improve the experience for partner and enterprise customers.
  • Document processes and use customer feedback to improve customer operations.
  • Take on other Scaled Agile projects as business needs require.

Requirements

  • At least two years of customer support experience, ideally in a learning or service organization with a membership or certification business model.
  • Strong command of office productivity tools such as Gmail, Google Apps, Confluence, and customer success tools or solutions.
  • Proficiency in Microsoft Excel and Google Sheets, including VLOOKUPs, formulas, and pivot tables.
  • Familiarity with Salesforce is a plus.
  • Ability to perform in a high-volume environment and meet key performance indicators.
  • Availability to work one of the required US support schedules: 10 AM–7 PM Eastern, 9 AM–6 PM Central, or 8 AM–5 PM Mountain.
  • Sound judgment and a proactive approach.
  • Ability to work independently, identify problems, and propose creative solutions.
  • Excellent organizational and time management skills.
  • Strong attention to detail and the ability to prioritize tasks and meet deadlines.
  • Clear, concise, and engaging written communication.

Benefits

  • Medical insurance.
  • Dental insurance.
  • Vision insurance.
  • Optional insurance products.
  • 401(k) plan with employer match.
  • Flexible paid time off.
  • Company-paid sabbatical after seven years of service.
  • Bonus plan.
  • Equity options.
  • Opportunities for personal development and growth.
  • Remote work from a home office.

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