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SAFe by Scaled Agile, Inc. · 6 hours ago

Customer Experience Representative

United States

Full-time

Remote

Entry Level

$43K/yr - $55K/yr

1+ years exp

Scaled Agile, Inc. is a global training and enablement platform focused on enterprise agility and AI-driven work. The Customer Experience Representative will provide world-class support to customers and partners, helping them streamline their value delivery through the implementation of SAFe and AI Native.

Enterprise SoftwareKnowledge ManagementService Industry

Responsibilities

Being part of the overall front-line support for customers and partners online, over the phone, via chat and social media, and at events

Responding to customer inquiries in a timely and courteous manner via phone, email, chat, social channels, and tiered support case management system, with a focus on empathetic active listening and proactive follow-ups

Training members on Scaled Agile’s Studio Platform, including guiding them through personalized onboarding journeys tailored to their roles

Scheduling exams, surveys, certification results, and related student follow-up

Coordinating and disseminating licensed courseware purchases, including communications when new courseware is released

Completing other Scaled Agile projects as driven by the needs of the business

Relentless improvement of the customer experience by reviewing and acting upon customer feedback, including data-driven insights from metrics like NPS, CSAT, and engagement rates

Supporting the community through monitoring of the community platform, facilitating role-based event logistical support, and moderating forums with themed discussion prompts

Qualification

Customer support experienceOffice productivity toolsData analysis skillsSalesforce knowledgeProblem-solving skillsWritten communicationOrganizational skillsTime management skills

Required

1+ years of experience in customer support, preferably in Learning or Service organizations with a membership or certification business model

Comfortable using own judgment and being proactive to resolve member issues, with strong empathy and active listening skills to build trust and rapport

Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, SalesForce, Customer Success tools/solutions)

Knowledge of Microsoft Excel and Google Sheets (Vlookup, Formulas, Pivot Tables, etc.) for data analysis and reporting on customer insights

Must thrive in a high-volume environment to meet Key Performance Indicators driving improvements to 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, strong attention to detail, deadline-driven, and punctual

The skills to work independently but to also ask for help, direction, clarification when needed

Ability to identify problems and explore potential solutions that can be presented clearly to customers

Effective time management skills with an ability to prioritize, meet deadlines, and provide superior customer service