Customer Experience Representative

TextUs

309d • $55,000 - $60,000

About The Position

TextUs is on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. With a focus on innovation, ease of use, and delivering measurable results, our strategy is rooted in creating tools that outperform other messaging solutions while fostering trust and value for our customers and stakeholders. At TextUs, every team member is empowered to make a difference. Our collaborative and data-driven culture, combined with the guidance of a proven leadership team, ensures you have the resources and support to excel. Together, we’re building the future of mobile-first, conversational engagement and redefining what’s possible for businesses and their stakeholders.

Requirements

• Positive and energetic attitude with exceptional customer service skills.
• Passion and curiosity about technical products and SaaS.
• Exemplifies a team mentality.
• Strong attention to detail, with a sense of urgency.
• Ability to prioritize issues and resolve them in order.
• Exceptional written and verbal communication skills.
• Strong ability to understand information from documentation.
• Technical aptitude and ability to learn platforms.
• Experience within a ticketing environment (ServiceCloud, ZenDesk, JIRA).
• Experience with CRM or Support Desk software is a bonus.
• Asks for feedback and strives for continuous improvement.
• Experience maintaining accurate documentation.
• Proficiency in complex problem-solving.

Responsibilities

• Troubleshoot technical issues (e.g., Chrome extension, internet browsers) and reproduce customer problems for QA.
• Provide actionable recommendations and solutions support via chat, email, phone, and screen sharing to customer challenges.
• Communicate customer issues internally to prioritize and enhance the customer experience with clarity, empathy, and precision.
• Follow appropriate escalation paths.
• Engage with customers to ensure satisfaction with TextUs products and services, demonstrating product expertise and providing guidance on usage.
• Manage multiple customer conversations in Salesforce Service Cloud, maintaining a high level of service across all interactions.
• Monitor and maintain key performance indicators, including CSAT score, timely responses, number of escalations to account manager, and average responses per case closed.
• Maintain expertise in 10DLC and stay up-to-date on company products and services.
• Gather and share customer feedback with relevant teams to improve products and processes.
• Identify and report bugs vs. expected behavior, escalating as needed and providing input for help center articles.
• Log comprehensive tickets in Jira, tagging with root cause, product feature, and organization details.
• Provide actionable feedback to improve processes across teams.
• Escalate customer issues to the appropriate teams (AM/Sales/Billing/Engineering).
• Work with product and engineering to report feature requests and resolve technical issues.
• Maintain accurate documentation in Salesforce Service Cloud to track customer interactions and ensure process improvements.
• Ensure compliance with company policies, procedures, and service-level agreements (SLAs).

Benefits

• Competitive pay.
• Health / Dental / Vision Insurance.
• HSA contributions.
• 401K with company match.
• Unlimited PTO.
• Cell phone + internet reimbursement for $100/month.
• One-time $1,000 home office stipend once you’ve been with TextUs for 6 months.
• Up to 12 weeks of Parental Leave.
• U.S. remote first with optional WeWork office space in downtown Denver, CO.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level