[Remote] Customer Experience Representative

Note: The job is a remote job and is open to candidates in USA. Scaled Agile, Inc. is a global training and enablement platform focused on enterprise agility and AI-driven work. The Customer Experience Representative will provide world-class support to customers and partners, helping them streamline their value delivery through the implementation of SAFe and AI Native.

Responsibilities

• Being part of the overall front-line support for customers and partners online, over the phone, via chat and social media, and at events
• Responding to customer inquiries in a timely and courteous manner via phone, email, chat, social channels, and tiered support case management system, with a focus on empathetic active listening and proactive follow-ups
• Training members on Scaled Agile’s Studio Platform, including guiding them through personalized onboarding journeys tailored to their roles
• Scheduling exams, surveys, certification results, and related student follow-up
• Coordinating and disseminating licensed courseware purchases, including communications when new courseware is released
• Completing other Scaled Agile projects as driven by the needs of the business
• Relentless improvement of the customer experience by reviewing and acting upon customer feedback, including data-driven insights from metrics like NPS, CSAT, and engagement rates
• Supporting the community through monitoring of the community platform, facilitating role-based event logistical support, and moderating forums with themed discussion prompts

Skills

• 1+ years of experience in customer support, preferably in Learning or Service organizations with a membership or certification business model
• Comfortable using own judgment and being proactive to resolve member issues, with strong empathy and active listening skills to build trust and rapport
• Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, SalesForce, Customer Success tools/solutions)
• Knowledge of Microsoft Excel and Google Sheets (Vlookup, Formulas, Pivot Tables, etc.) for data analysis and reporting on customer insights
• Must thrive in a high-volume environment to meet Key Performance Indicators driving improvements to Customer Satisfaction, Net Promoter Score, and Customer Effort Scores
• Strong problem-solving skills with creative approaches
• Clear, concise, and engaging written communication style
• Superb organizational skills, strong attention to detail, deadline-driven, and punctual
• The skills to work independently but to also ask for help, direction, clarification when needed
• Ability to identify problems and explore potential solutions that can be presented clearly to customers
• Effective time management skills with an ability to prioritize, meet deadlines, and provide superior customer service
• Knowledge of Salesforce is a plus

Benefits

• Medical
• Dental
• Vision
• Optional insurance products
• 401K with a match
• Flexible paid time off
• Company-paid sabbatical after seven years of service
• Bonus plan
• Equity options

Company Overview