LogoFresh Jobs Ahead
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.
LinkedIn
Company Jobs

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.

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

Description

  • 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.

Requirements

  • 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

Benefits

  • 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

Related Jobs