Responsible for delivering exceptional customer support, managing escalated customer inquiries, identifying opportunities to improve the customer journey, and collaborating with cross-functional teams to enhance customer satisfaction and retention. This role also serves as a subject matter expert and may coach junior team members.
- Provide outstanding support through phone, email, chat, or other communication channels.
- Resolve complex customer issues and escalations in a timely and professional manner.
- Build strong relationships with customers to ensure a positive experience.
- Investigate customer concerns and coordinate with internal departments to provide solutions.
- Monitor customer satisfaction metrics and identify improvement opportunities.
- Document customer interactions accurately in CRM systems.
- Analyze customer feedback and recommend process improvements.
- Train and mentor new Customer Experience Specialists.
- Assist with creating knowledge base articles and standard operating procedures.
- Meet or exceed KPIs, including CSAT, NPS, response time, and resolution time.
- Participate in cross-functional projects focused on customer experience improvements.
- Bachelor's degree preferred (Business, Communications, or related field).
- 3–5+ years of experience in Customer Experience, Customer Success, Customer Support, or Account Management.
- Experience handling escalated customer issues.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Experience with CRM platforms such as:
- Salesforce
- Zendesk
- HubSpot
- Freshdesk
- Strong organizational and time management skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Proficiency in Microsoft Office or Google Workspace.
- Experience working in SaaS, e-commerce, logistics, healthcare, or technology companies.
- Experience with customer journey mapping.
- Knowledge of customer satisfaction metrics (CSAT, NPS, CES).
- Experience using data to drive customer experience improvements.
- Leadership or mentoring experience.
