Senior Customer Experience Coordinator

Job Summary

A company is looking for a Sr. CX Operations Coordinator to enhance quality and efficiency within the Customer Experience team.

Key Responsibilities

• Run a consistent QA cadence, executing regular sampling and scoring across CX interactions
• Surface insights and drive improvements through training, documentation, or process updates
• Manage escalations and support order operations, ensuring clear documentation and resolution

Required Qualifications

• 2-4 years of experience in CX, Support Ops, or related fields
• Hands-on experience with escalations and customer order issues
• Experience creating and maintaining clear documentation (SOPs, macros, templates)
• Familiarity with CX metrics like CSAT and quality scoring
• Proficiency with CX tools (e.g., Gladly, Zendesk) and Google Workspace