Technology Customer Care Specialist
Job Summary
Working remotely, the full-time Sr. Specialist Technology Customer Care will drive the strategy and optimization of customer care technology platforms, serving as the primary liaison between Customer Care Operations and IT to enhance customer experiences across multiple retail brands.
Key responsibilities
- Coordinates cross-functional efforts to improve contact center technology solutions and communicates business requirements for system enhancements
- Supports product ownership of various contact center technologies and prioritizes product backlogs to align solutions with business objectives
- Monitors platform performance and customer experience metrics, identifies trends, and develops corrective actions to address issues
Required qualifications
- 2+ years of experience supporting contact center technologies or customer experience platforms
- Experience with IVR, Telephony/ACD, Chat, CRM, and AI-driven customer service solutions
- Proficiency in gathering and documenting business requirements and user stories
- Experience working in Agile environments and collaborating with product owners and development teams
- Bachelor's degree preferred; equivalent education and experience considered
Complete Job Description
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