Senior Customer Experience Specialist

Job Summary

Owning complex customer escalations, the full-time Senior Customer Experience Specialist will manage high-severity finance requests, coordinate cross-functional resources, and drive resolutions while working remotely within the US, excluding specific metropolitan areas.

Key responsibilities

• Manage priority customer escalations end to end, including triage, action planning, and risk management
• Deliver clear post-mortems and executive summaries while tracking resolution progress and commitments
• Lead cross-functional programs to standardize escalation workflows and improve the overall customer experience

Required qualifications

• 4+ years of experience in Customer Success, Support Operations, or a related field with direct ownership of high-severity escalations
• Proven success in leading cross-functional process-improvement programs from definition through implementation
• Strong program and project management skills, capable of managing multiple workstreams and stakeholders
• Bachelor's degree in Business, Operations, Engineering, or a related field, or equivalent practical experience
• Structured problem-solving skills with the ability to use data for decision-making and prioritization