Customer Experience Specialist

About the role

The Crown Is Yours As a Customer Experience Specialist, you’ll help deliver exceptional customer experiences by partnering closely with our vendors and internal teams.

Responsibilities

• Support the operational performance of Customer Experience vendors, helping ensure service level objectives, quality standards, and customer satisfaction goals are consistently achieved.
• Serve as a key partner to vendor teams by resolving operational questions, coordinating cross-functional support, and helping remove obstacles that impact performance and the customer experience.
• Review customer interactions, operational trends, and performance metrics to identify improvement opportunities, provide actionable feedback, and support continuous improvement initiatives.
• Facilitate calibration sessions, performance reviews, associate huddles, and operational communications to reinforce quality expectations, share updates, and drive alignment across teams.
• Support operational escalations and customer-impacting incidents by coordinating responses, monitoring emerging risks and performance trends, and partnering with stakeholders to drive timely resolution.

Requirements

• A Bachelor’s Degree in Business, Communications, Operations, or a related field, or equivalent combination of education and professional experience.
• Strong written and verbal communication skills with the ability to build effective relationships across internal teams and external partners.
• Excellent analytical, critical thinking, problem-solving, and decision-making skills.
• The ability to influence stakeholders and collaborate effectively in a matrixed environment without direct authority.
• Experience managing multiple priorities while maintaining strong attention to detail in a fast-paced and evolving environment.
• Proficiency with Microsoft Office applications, Google Workspace tools, and other business productivity platforms.
• Flexibility and adaptability to navigate changing business priorities and operational needs.
• A customer-first mindset with a passion for improving experiences, driving continuous improvement, and raising the bar for service excellence.

Qualifications

• None specified

Skills

• Customer service skills
• Operational management
• Vendor management
• Performance analysis
• Collaboration and teamwork
• Problem-solving
• Communication skills

Benefits

• Not specified

Pay

The US base salary range for this full-time position is 52,000.00 USD - 65,000.00 USD, plus bonus, equity, and benefits as applicable.

Schedule

Not specified