Advanced Customer Experience Specialist

About the role

The McGee & Co. Advanced Customer Experience (CX) Specialist is a new role for the Customer Experience Team. They know the systems, policies, and how to resolve complex cases. This person is a self-starter and does not wait for direction. They are highly independent, with a strong sense of ownership - someone who operates with the depth of a process expert, the composure of a leader, and the output of the team's highest performer. This is the person the team turns to when a situation gets complicated and the person leadership relies on. They handle what others escalate, identify what others may miss, and operate with a level of ownership and accountability that goes well beyond their ticket queue. They shape the customer journey, surface the patterns in the data, and bring those insights back into the operation as improvements - not observations. This is a role for someone who does not need to be told what the standard should look like. They demonstrate it. They are as comfortable owning a high-stakes escalation as they are guiding a junior associate through one, and they understand that the caliber they hold themselves to becomes the expectation the team inherits. They self-direct without prompting, think critically under pressure, and take initiative before someone else has to ask.

Responsibilities

• Serve as the team's primary point of contact for inbound escalations through all communication channels, handling complex or sensitive customer calls with composure, accuracy, and brand consistency
• Operate as the team's highest-output performer, moving through a high volume of tickets quickly, accurately, and without friction, while maintaining the quality standard others are measured against
• Support the Senior Team Lead on projects, process improvements, cross-functional initiatives, and maintenance of CX documentation, including SOPs, policy guides, and training materials
• Act as Senior Team Lead backup during periods of absence, maintaining team accountability, QA rhythm, and escalation authority
• Co-monitor, co-audit and contribute to the team's weekly QA cycle, including agent-specific coaching notes, against QA thresholds and flag patterns that require formal review
• Identify workflow inefficiencies and surface recommendations to the Director and Sr. Team Lead
• Proactively surface customer feedback, recurring issues, and service gaps to team leadership; this team is expected to be a source of continuous insight, not just resolution

Qualifications

• Demonstrated commitment to service excellence, with experience designing customer-facing operations that reflect brand standards across both digital and in-store touchpoints.
• 3+ years of customer experience or support experience, with demonstrated progression in scope or responsibility
• Strong understanding of sales principles and customer service practices.
• Strong working knowledge of CX platforms including Intercom, Shopify, and NetSuite experience strongly preferred
• Exceptional organizational and communication skills, both oral and written, with proven ability to handle difficult conversations and complex escalations. Manages issue resolution independently with professionalism and composure with minimal supervision
• Experience maintaining SOPs, policy documentation, or knowledge base content
• Comfort operating in AI-assisted service environments and contributing to automation quality
• Excellent written communication: clear, on-brand, and concise
• Ability to think critically, make decisions under pressure, and manage competing priorities without escalating everything upstream
• Availability to work during major promotional periods, including holidays; our busiest customer moments align with key sales events, and this role is expected to be present for those shifts.

Benefits

• Beautiful office space with hybrid flexibility
• Competitive compensation + bonuses
• Comprehensive heath benefits (medical, dental, vision, hospital indemnity, accident, pet)
• PTO and paid company holidays
• 401k Employer match - 100% of deferrals up to 4% of compensation
• Exclusive 50% off Team Member discount at mcgeeandco.com + access to Team Member warehouse sales
• Collaborative, creative culture with room to grow