Customer Experience Associate
Job Summary
To support a high-performing customer service team, the full-time Customer Experience Associate will manage daily tasks for agents, assist with escalations, and enhance the knowledge base while working either remotely or onsite in New York, NY.
Key responsibilities
- Manage day-to-day lead tasks for 10-12 customer service agents, including approving exceptions and managing queue assignments
- Serve as an escalation point for member issues and determine which concerns to escalate to team members
- Conduct analysis and communicate key findings to stakeholders through regular reports
Required qualifications
- 1-3 years of experience in a customer service agent or related role
- Proven ability to manage multiple projects and prioritize tasks effectively
- Strong written communication skills with attention to detail
- Experience with data analysis and synthesizing information
- Familiarity with Zendesk is a plus
Complete Job Description
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