Customer Experience Representative

Scaled Agile Inc•Boulder, CO

20h•$43,000 - $55,000•Remote

About The Position

Scaled Agile, Inc. is hiring a Customer Experience Representative for its collaborative Customer Experience team. This US-based remote role supports global customers and partners working with Agile at Scale, SAFe Collaborate, AI Native, and SAFe learning and certification. The representative provides front-line support to internal and external customers through online channels, phone, a tiered case-management system, and events. The role also supports training, certification, courseware, the Learning Management System, and customer operations. The position offers opportunities for personal development and growth as the company expands globally.

Requirements

At least 2 years of customer support experience; experience in Learning or Service organizations with a membership or certification business model is ideal.
Strong proficiency with office productivity tools, including Gmail, Google Apps, Confluence, Customer Success tools or solutions, Microsoft Excel, and Google Sheets; familiarity with VLOOKUPs, formulas, and pivot tables is expected.
Ability to excel in a high-volume environment and meet Key Performance Indicators aimed at improving Customer Satisfaction, Net Promoter Score, and Customer Effort Scores.
Sound judgment and a proactive approach, with the ability to work independently, seek help or clarification when needed, identify problems, and present creative solutions clearly to customers.
Strong organizational and time-management skills, attention to detail, and ability to prioritize tasks and meet deadlines.
Clear, concise, and engaging written communication skills.

Nice To Haves

Familiarity with Salesforce.

Responsibilities

Provide prompt, courteous front-line support to customers and partners through online channels, phone, the tiered support case-management system, and events.
Train members on Scaled Agile's Community Platform.
Schedule exams, manage surveys, handle certification results, and follow up with students.
Coordinate and distribute licensed courseware purchases, and manage communications and distribution when new courseware is released.
Maintain the Learning Management System with exam updates, courseware, and video learning.
Support Scaled Agile training classes and events.
Collaborate with the Partner Development and Enterprise Solutions teams to improve the partner and enterprise customer experience.
Document processes and review and act on customer feedback to improve customer operations.
Complete additional Scaled Agile projects as needed by the business.