Customer Experience Support Specialist (temp to perm)
About The Position
TodayTix Group is seeking a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join their CX team. This role involves delivering timely, human, and brand-aligned assistance across chat, phone, and email, while also playing a vital role in improving the company's tools and customer journey. The specialist will act as a critical feedback loop for both the chatbot and product teams, identifying unclear bot responses, surfacing customer pain points, and proposing communication improvements. The ideal candidate is passionate about creative problem-solving, empathetic and articulate communication, and customer advocacy. They should also be enthusiastic about AI and its applications in enhancing customer support and team workflows without replacing human interaction. Qualified candidates must be based in the greater NYC area and be available for a shift-based schedule, including weekdays and weekends, with coverage needed until 8pm. The role has a fixed annual salary of $60,000 and includes a structured 90-day onboarding period.
Requirements
- 1–2 years of experience in a customer-facing role, preferably in support, hospitality, or tech.
- Exceptional written and verbal communication skills—you know how to explain things clearly, humanely, and with the right tone.
- A passion for helping people and a curious, creative approach to problem solving.
- The ability to observe and describe technology and product behavior, and share feedback clearly.
- Enthusiasm about AI and automation as tools to support great customer experiences—not as a replacement for the human touch.
- Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality.
- An openness to collaboration, iteration, and feedback, with a focus on continuous improvement.
- Qualified candidates must be based in the greater NYC area.
Responsibilities
- Provide direct customer support via chat, phone, and email, delivering personalized, thoughtful responses across multiple brands.
- Handle L1 escalations with care and sound judgment.
- Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could.
- Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement.
- Execute key operational tasks at short notice with strict deadlines.
- Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots.
Benefits
- Hybrid work environment (blend of in-office and at-home days)
- Up to 4 weeks per year of flexible 'work from anywhere'
- Healthcare, vision, and dental plans, with generous contributions from the company
- Life and disability insurance
- Paid Parental Leave
- Generous 401(k) Matching
- Flexible Paid Time Off
- Free membership to One Medical Group & Employee Assistance Program
- Annual Professional Growth Budget
- Employee donation matching
- Employee Referral Program
- Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
