Customer Experience Representative

Scaled Agile•Boulder, CO

1d•$43,000 - $55,000•Remote

About The Position

As a new member of our fun and collaborative Customer Experience team (we are not a call center), you will play a direct role in helping our global customers and members achieve their goals of streamlining and accelerating their value delivery through the implementation of SAFe and AI Native. As a Customer Experience Representative , you are dedicated to providing world-class support to both internal and external customers, and you will be an integral part of our ongoing success. Opportunities for personal development and growth exist as the company continues to expand and develop globally.

Requirements

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.

Nice To Haves

Knowledge of Salesforce is a plus.

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.