Customer Experience Specialist

About the role

This Customer Experience Specialist role connects customer resolution with the broader operating needs of inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The scope translates into specialized execution within contact center operations, where every handoff should show what is complete, what is pending, and who owns the next step.

Responsibilities

• Own the Customer Experience Specialist workflow by helping the team handle assigned customer or client requests.
• Coordinate the workflow by helping the team review available case history before responding.
• Review the workflow by helping the team resolve routine issues within approved authority.
• Maintain the workflow by helping the team document commitments and next actions.
• Track the workflow by helping the team escalate complex cases with enough context for the next owner.

Quality is visible when customer resolution is accurate enough for others to act on and unresolved items are documented rather than guessed.

Skills

• Use Customer Experience Specialist workflows and customer support tools confidently.
• Apply execution processes without losing track of exceptions, owners, or deadlines.
• Document quality assurance decisions clearly enough that another teammate can follow the reasoning.
• Use sound judgment around client communication, especially when escalation is required instead of assumption.

Work Arrangement

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $38,000–$52,000 per year.