Customer Experience Representative

Scaled Agile Inc•Boulder, CO

5d•$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.
Comfortable using your own judgment and being proactive to resolve member issues.
Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, Salesforce, Customer Success tools/solutions).
Knowledge of Microsoft Excel and Google Sheets (Vlookups, Formulas, Pivot Tables, etc.).
Must excel in a high-volume environment, meeting Key Performance Indicators to drive improvements in 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, with a strong attention to detail, deadline-driven, and punctual.
Ability to work independently while also knowing when to ask for help, direction, or clarification.
Skill in identifying problems and exploring potential solutions that can be clearly presented to customers.
Effective time management skills, with the ability to prioritize tasks, meet deadlines, and provide superior customer service.

Nice To Haves

Familiarity with Salesforce is a plus.

Responsibilities

Providing front-line support to customers and partners through online channels, phone, and events.
Responding to customer inquiries promptly and courteously via phone and our tiered support case management system.
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.
Enhancing and documenting Scaled Agile Customer operations processes.
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.
Managing communications and distribution when new courseware is released.
Maintaining the LMS (Learning Management System) with exam updates, courseware, and video learning.
Completing additional Scaled Agile projects as needed by the business.
Continuously improving the customer experience by reviewing and acting on customer feedback.