Customer Experience Representative

Job not on LinkedIn

🔥 9 hours ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $20 - $26 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Scaled Agile, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🤝 B2B

📚 Education

Consulting • B2B • Education

Scaled Agile, Inc. is the provider of SAFe®, the world's leading framework for business agility. Through learning and certification, a global partner network, and a growing community of over 1,000,000 trained professionals, Scaled Agile helps enterprises build agility into their culture so they can quickly identify and deliver customer value, capitalize on emerging opportunities, and improve business outcomes. Scaled Agile is a contributing member of the Pledge 1% corporate philanthropy and community service movement.

📋 Description

• Provide front-line support to customers and partners through online channels, phone, and events. • Respond to customer inquiries via phone and the tiered support case management system. • Train members on Scaled Agile’s Community Platform. • Schedule exams, manage surveys, handle certification results, and follow up with students. • Coordinate and distribute licensed courseware purchases. • Enhance and document Scaled Agile Customer operations processes. • Support Scaled Agile training classes and events. • Collaborate with Partner Development and Enterprise Solutions teams to improve partner and enterprise customer experience. • Manage communications and distribution when new courseware is released. • Maintain the LMS with exam updates, courseware, and video learning. • Complete additional Scaled Agile projects as needed. • Review and act on customer feedback to continuously improve customer experience.

🎯 Requirements

• 2+ years of experience in customer support, ideally in Learning or Service organizations with a membership or certification business model. • Comfortable using your own judgment and being proactive to resolve member issues. • Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, Salesforce, Customer Success tools/solutions). • Knowledge of Microsoft Excel and Google Sheets (Vlookups, Formulas, Pivot Tables, etc.). • Familiarity with Salesforce is a plus. • Must excel in a high-volume environment, meeting Key Performance Indicators to drive improvements in Customer Satisfaction, Net Promoter Score, and Customer Effort Scores. • Strong problem-solving skills with creative approaches. • Clear, concise, and engaging written communication style. • Superb organizational skills, with a strong attention to detail, deadline-driven, and punctual. • Ability to work independently while also knowing when to ask for help, direction, or clarification. • Skill in identifying problems and exploring potential solutions that can be clearly presented to customers. • Effective time management skills, with the ability to prioritize tasks, meet deadlines, and provide superior customer service. • Must work from a home office in the United States. • Ability to work one of the required support coverage schedules: 10 AM–7 PM EST, 9 AM–6 PM CST, or 8 AM–5 PM MST.

🏖️ Benefits

• medical insurance • dental insurance • vision insurance • optional insurance products • 401K with a match • flexible paid time off • company-paid sabbatical after seven years of service • bonus plan • equity options • Personal development and growth opportunities