Note: The job is a remote job and is open to candidates in USA. Scaled Agile, Inc. is a global training and enablement platform focused on enterprise agility and AI-driven work. The Customer Experience Representative will provide world-class support to customers and partners, helping them streamline their value delivery through the implementation of SAFe and AI Native.
Responsibilities
- Being part of the overall front-line support for customers and partners online, over the phone, via chat and social media, and at events
- Responding to customer inquiries in a timely and courteous manner via phone, email, chat, social channels, and tiered support case management system, with a focus on empathetic active listening and proactive follow-ups
- Training members on Scaled Agile’s Studio Platform, including guiding them through personalized onboarding journeys tailored to their roles
- Scheduling exams, surveys, certification results, and related student follow-up
- Coordinating and disseminating licensed courseware purchases, including communications when new courseware is released
- Completing other Scaled Agile projects as driven by the needs of the business
- Relentless improvement of the customer experience by reviewing and acting upon customer feedback, including data-driven insights from metrics like NPS, CSAT, and engagement rates
- Supporting the community through monitoring of the community platform, facilitating role-based event logistical support, and moderating forums with themed discussion prompts
Skills
- 1+ years of experience in customer support, preferably in Learning or Service organizations with a membership or certification business model
- Comfortable using own judgment and being proactive to resolve member issues, with strong empathy and active listening skills to build trust and rapport
- Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, SalesForce, Customer Success tools/solutions)
- Knowledge of Microsoft Excel and Google Sheets (Vlookup, Formulas, Pivot Tables, etc.) for data analysis and reporting on customer insights
- Must thrive in a high-volume environment to meet Key Performance Indicators driving improvements to Customer Satisfaction, Net Promoter Score, and Customer Effort Scores
- Strong problem-solving skills with creative approaches
- Clear, concise, and engaging written communication style
- Superb organizational skills, strong attention to detail, deadline-driven, and punctual
- The skills to work independently but to also ask for help, direction, clarification when needed
- Ability to identify problems and explore potential solutions that can be presented clearly to customers
- Effective time management skills with an ability to prioritize, meet deadlines, and provide superior customer service
- Knowledge of Salesforce is a plus
Benefits
- Medical
- Dental
- Vision
- Optional insurance products
- 401K with a match
- Flexible paid time off
- Company-paid sabbatical after seven years of service
- Bonus plan
- Equity options
Company Overview
Scaled Agile, Inc., is the provider of SAFe®, the world's leading framework for business agility. It was founded in 2011, and is headquartered in Boulder, Colorado, USA, with a workforce of 51-200 employees. Its website is http://scaledagile.com.
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