Customer Experience Representative

Scaled Agile Inc•Boulder, CO

2d•$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 partners achieve their goals of successfully implementing Agile at Scale, SAFe Collaborate, AI Native and Learning and Certifying in SAFe. 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. We offer numerous opportunities for personal development and growth as the company continues to expand and develop globally.

Requirements

2+ years of experience in customer support, ideally in Learning or Service organizations with a membership or certification business model.
Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, Customer Success tools/solutions), including Microsoft Excel and Google Sheets (VLOOKUPs, formulas, pivot tables, etc.).
Ability to excel in a high-volume environment, meeting Key Performance Indicators to drive improvements in Customer Satisfaction, Net Promoter Score, and Customer Effort Scores.
Sound judgment and a proactive approach: you work independently, know when to ask for help, direction, or clarification, and are skilled at identifying problems and presenting creative solutions clearly to customers.
Superb organizational and time management skills, with strong attention to detail and the ability to prioritize tasks and meet deadlines.
Clear, concise, and engaging written communication style.

Nice To Haves

Familiarity with Salesforce is a plus.

Responsibilities

Providing front-line support to customers and partners through online channels, phone, our tiered support case management system, and events, responding promptly and courteously.
Training members on Scaled Agile's Community Platform.
Scheduling exams, managing surveys, handling certification results, and following up with students.
Coordinating and distributing licensed courseware purchases, and managing communications and distribution when new courseware is released.
Maintaining the LMS (Learning Management System) with exam updates, courseware, and video learning.
Supporting Scaled Agile training classes and events.
Collaborating with the Scaled Agile Partner Development and Enterprise Solutions teams to improve the partner and enterprise customer experience.
Improving customer operations by documenting processes and by reviewing and acting on customer feedback.
Completing additional Scaled Agile projects as needed by the business.