Agent Experience Specialist

This is a fully remote position, open to applicants in Connecticut, +2 more states.

📋 Description

• Collaborate across Customer Support and partnering departments to enhance the overall experience for agents and boost customer satisfaction.

• Analyze Customer Support KPI data to identify trends and pinpoint opportunities for operational improvements.

• Propose enhancements in processes and systems related to agent tools, training, workflows, and platforms like Zendesk and Bobdesk.

• Evaluate processes and procedures to minimize friction and increase productivity.

• Assist in mapping and documenting existing and proposed workflows.

• Identify, design, and refine agent tools aimed at enhancing productivity and KPIs such as FCR, NPS, and inquiry resolution.

• Collaborate with training teams to ensure agents possess the necessary knowledge and to enhance the structure and content of learning materials.

• Work together with Customer Support, Training, Operations, Product, and other departments to execute improvements.

• Advocate for both customer and agent experiences, ensuring that the agent perspective remains central in ongoing improvement initiatives.

⛳️ Requirements

• At least 3 years of experience in a Customer Support role.

• High School Diploma or its equivalent.

• Strong ability to prioritize tasks, meet deadlines, and adapt to changing priorities.

• Excellent organizational skills with the capacity to manage multiple initiatives simultaneously.

• Proven commitment to providing exceptional customer and agent experiences.

• Detail-oriented with a knack for balancing precision and big-picture perspective.

• Self-motivated and proactive in approach.

• Capacity to lift up to 30 pounds.

• Extended periods of work on a computer.

• Proficient in computer literacy and comfortable with technology platforms (e.g., Zendesk, Bobdesk).

• Ability to work independently while managing shifting priorities and deadlines.

• Detail-oriented and dedicated to accuracy in documentation and workflow mapping.

• Strong organizational abilities; capable of handling multiple priorities effectively.

🏝️ Benefits

• Competitive Medical, Dental, and Vision Insurance

• Generous paid time off (including vacation, sick days, personal days, holidays, and your birthday!)

• 401(k) Profit Sharing Plan with a generous matching contribution

• Pet Insurance and employer-paid Life Insurance

• Tuition reimbursement, on-demand learning opportunities, and career development pathways

• Employee discount from Day 1 plus exclusive partner discounts