Customer Experience Support Specialist (temp to perm)
About The Position
We’re looking for a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join our CX team and help shape the way we support our customers—and our bot. You'll be on the front lines of support, delivering timely, human, and brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey. In this role, you'll be more than a support agent—you’ll be a critical feedback loop for both our chatbot and product teams. Whether you’re identifying unclear bot responses, surfacing customer pain points, or proposing a more human way to communicate a policy, your insight will help us continuously improve. If you’re the kind of person who gets satisfaction from solving problems creatively, writing empathetic and articulate responses, and thinking like a customer advocate, we’d love to hear from you. You should also be excited about AI and its everyday applications, and eager to explore how it can enhance customer support and team workflows—not replace the human touch. This role follows a shift-based schedule, with coverage needed 7 days per week until 8pm; team members work 5 days per week, including a mix of weekdays and weekends. The first 90 days are designed as a structured onboarding period. 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.
- Qualified candidates 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
- 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
