As the Senior Specialist, Customer Experience, you will be the first line of escalation and driver of process improvements within the support ecosystem. You will carry your own caseload, own the health of our support inboxes and escalations, and own key projects and collaborations.
Requirements
- Manage your own daily caseload across tickets, live chat, and phone
- Own day-to-day oversight of inboxes, including developing rotation schedules for your peers, ensuring SLA adherence, and handling escalations
- Proactively identify opportunities to improve workflows and processes, and carry out these projects from conception to reporting
- Lead high-impact operational projects, including oversight of external vendor partnerships that support the team’s day-to-day work
Benefits
- Competitive salary
- Flexible time off
- Private healthcare & benefit options
- Professional development
- Engaging opportunities and internal programming
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