Customer Experience Operations Specialist

Description

As a Customer Experience Operation Specialist, you will be responsible for overseeing and optimizing all aspects of our Customer Experience operations. You will work closely with the Director, Customer Experience Operations, as well as CX teams and other departments within the company, to ensure that our customers and our CX teams receive the best possible experience when interacting with our brand.

Key Responsibilities:

• Implement and execute strategies and process to improve the overall customer experience and increase customer satisfaction
• Pulling and analyzing data (Excel, Google Sheets) to identify areas for improvement and make data-driven decisions
• Champion special projects as assigned
• Collaborate with CX team to develop internal training programs for tools/processes and provide ongoing support
• Serve as a point of contact for escalated customer experience operations issues and work to resolve them in a timely and satisfactory manner
• Maintain a thorough understanding of company products and services in order to provide accurate information to customers
• Monitor and execute churn process
• Focus on data integrity, including cleaning up data and monitoring data cleanliness
• Assist with development and and implementation of customer success policies and procedures to ensure consistency and efficiency
• Stay up-to-date on industry trends and best practices in CX operations
• Creating and upkeeping Google Slides (Powerpoint)
• Additional duties as assigned

Requirements

• Bachelor's degree 
• 2+ years of experience in a supporting a customer facing team role or similar role
• Strong verbal and written communication and interpersonal skills
• Ability to work well under pressure and handle difficult situations with professionalism
• Proficiency in ChurnZero, SalesForce, TeamSupport, Pendo - preferred but not required
• Proficiency in Excel/Google Sheets/Power  and reporting
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Experience with G-Suite, Microsoft Suite, and Monday
• Understanding of data integrations

 
Employees at Actabl are eligible for the following benefits:

• Competitive Pay
• Excellent benefits: health, dental, and vision insurance
• Traditional & Roth 401(k) plans with employer match
• Discretionary time off
• Flexible work arrangements
• Robust company holiday list and winter closure
• Leadership development

Sound like you? Please click on the "apply" button.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.