Customer Experience Representative

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Deliver front-line assistance to customers and partners via online platforms, phone, a tiered support case management system, and events.

• Address customer and partner inquiries promptly and courteously.

• Provide training to members on Scaled Agile's Community Platform.

• Organize exam schedules, manage surveys, handle certification results, and follow up with students.

• Oversee the coordination and distribution of licensed courseware purchases.

• Manage communication and distribution whenever new courseware is launched.

• Maintain the Learning Management System with updates on exams, course materials, and video learning resources.

• Support Scaled Agile training sessions and events.

• Work in collaboration with Partner Development and Enterprise Solutions teams to enhance the partner and enterprise customer experience.

• Document processes and review customer feedback to refine customer operations.

• Undertake additional Scaled Agile projects as required by the organization.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, preferably within Learning or Service organizations featuring a membership or certification business model.

• High proficiency in office productivity tools (Gmail, Google Apps, Confluence, Customer Success tools/solutions).

• Proficiency in Microsoft Excel and Google Sheets, including knowledge of VLOOKUPs, formulas, and pivot tables.

• Familiarity with Salesforce is advantageous.

• Capability to thrive in a high-volume environment and achieve Key Performance Indicators.

• Availability to work during one of the required US support coverage time zones: 10 AM to 7 PM Eastern, 9 AM to 6 PM Central, or 8 AM to 5 PM Mountain.

• Sound judgment and a proactive mindset.

• Ability to work autonomously, identify issues, and propose innovative solutions.

• Exceptional organizational and time management abilities.

• Strong attention to detail and skill in prioritizing tasks to meet deadlines.

• Clear, concise, and engaging written communication style.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Optional insurance products.

• 401K with a 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.