Customer Experience Lead

Wise Pelican•Scottsdale, AZ

4d•$50,000 - $65,000•Onsite

About The Position

Wise Pelican is hiring a Customer Experience Lead. We want someone who treats a customer's hardest problem as their own and doesn't let go until it is actually fixed. You'll own escalated customer issues from first reply to verified resolution: billing and subscriptions, campaigns, mailing lists, orders and delivery, design proofs, account access, and product bugs. Most of this work lives in our shared inboxes and internal, custom built tools. You'll keep the queue honest, make sure every case has an owner and a next step, and turn what you learn into fixes that stop the same problem from coming back. Wise Pelican is an innovative leader in real estate marketing solutions, empowering real estate professionals with cutting-edge tools and services. As a growing company with a global workforce, we foster a dynamic, inclusive work environment that promotes growth, innovation, and collaboration. This is a full-time, onsite position located in Scottsdale, Arizona.

Requirements

4+ years in support, success, or customer operations, and you've owned escalations, not just answered tickets.
Write clearly and warmly, and you follow through.
Comfortable moving between a CRM, shared inboxes, a billing platform, and fulfillment systems.
Use sound judgment with refunds, credits, disputes, and customer data.
Want to fix the root cause, not just close the ticket.

Nice To Haves

Supported a B2B SaaS product, real estate technology, direct mail, or print and fulfillment.
Worked in Stripe or another subscription billing platform.
Led a support queue or built the playbooks a support team runs on.
Can show us a recurring customer problem you found, fixed at the source, and measured.

Responsibilities

Own escalated customer issues from first reply to verified resolution.
Investigate billing, subscription, order, campaign, and account problems and give customers a clear answer and a next step.
Write escalation tickets Product and Engineering can act on, and stay on them until they're closed.
Handle failed payments, cancellations, refunds, credits, and disputes within policy.
Turn recurring problems into documented fixes, response snippets, and product feedback.
Learn the product, our internal tools, billing and fulfillment systems, and how a postcard campaign gets from order to mailbox.
Take over the escalation queue and clear the backlog.
Write down the workflows that only live in people's heads today: refunds, disputes, cancellations, suppressions, and reissued orders.
Own the escalation function end to end, including the metrics that show customers are getting faster, more accurate answers with our internal built tooling.
Drive down repeat and reopened issues.
Build backup coverage so the queue runs when you're out, and coach teammates on escalation quality.