Customer Experience Support Specialist (temp to perm)

TodayTix Group • New York, NY

12d • Hybrid

About The Position

We are seeking a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join our CX team. This role is on the front lines of support, delivering timely, human, and brand-aligned assistance across chat, phone, and email. The specialist will play a vital role in improving our tools and customer journey, acting as a critical feedback loop for both our chatbot and product teams. This involves identifying unclear bot responses, surfacing customer pain points, and proposing more human ways to communicate policies. The ideal candidate gets satisfaction from solving problems creatively, writing empathetic and articulate responses, and thinking like a customer advocate. Enthusiasm for AI and its applications in enhancing customer support and team workflows is important, with an understanding that it should augment, not replace, the human touch. This is a temporary-to-permanent role. Qualified candidates must be based in the greater NYC area and are expected to work a minimum of 1-2 days per week in the office (Monday-Thursday), with flexibility for the remainder of the week. The role follows a shift-based schedule, requiring coverage 7 days a week until 8 pm, with team members working 5 days per week, including a mix of weekdays and weekends. The first 90 days are a structured onboarding period to build understanding of the work, team, and operations, with clear expectations, regular check-ins, and support. Successful completion of this period is required to continue in the role.

Requirements

• Minimum 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.
• Must be based in the greater NYC area.

Nice To Haves

• Bilingual proficiency in Spanish, with the ability to communicate clearly and naturally with customers in Spanish as well as English.

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

• Twice-yearly performance reviews focused on impact and development.
• Structured 90-day onboarding journey with clear goals and measurable milestones.
• Opportunity to work alongside a collaborative, passionate, and kind team.
• Commitment to fostering a workplace that celebrates diversity and inclusion.
• Provision of reasonable accommodations for applicants and employees based on their religious practices, mental health, or physical needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed