Customer Experience Support Specialist (temp to perm)

About the role

We’re looking for a thoughtful, empathetic, and solutions-driven Customer Experience (CX) Support Specialist to join our CX team and help shape the way we support our customers—and our bot. You'll be on the front lines of support, delivering timely, human, and brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey.

Responsibilities

• Provide direct customer support via chat, phone, and email, delivering personalized, thoughtful responses across multiple brands.
• Handle L1 escalations with care and sound judgment.
• Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could.
• Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement.
• Execute key operational tasks at short notice with strict deadlines.
• Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots.

Requirements

• Minimum 2 years of experience in a customer-facing role, preferably in support, hospitality, or tech.
• Exceptional written and verbal communication skills—you know how to explain things clearly, humanely, and with the right tone.
• A passion for helping people and a curious, creative approach to problem solving.
• The ability to observe and describe technology and product behavior, and share feedback clearly.
• Enthusiasm about AI and automation as tools to support great customer experiences—not as a replacement for the human touch.
• Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality.
• An openness to collaboration, iteration, and feedback, with a focus on continuous improvement.

Qualifications

• Bilingual proficiency in Spanish, with the ability to communicate clearly and naturally with customers in Spanish as well as English.

Skills

• Exceptional communication skills.
• Ability to observe and describe technology and product behavior.
• Enthusiasm about AI and automation.
• Comfort working in support systems.
• An openness to collaboration and iteration.

Benefits

TodayTix Group takes care of our team. We’re proud to offer a generous suite of benefits and perks. Here are some of our favorites:

• Hybrid work environment (blend of in-office and at-home days)
• Healthcare, vision, and dental plans, with generous contributions from the company
• Life and disability insurance
• Paid Parental Leave
• Generous 401(k) Matching
• Flexible Paid Time Off
• Free membership to One Medical Group & Employee Assistance Program
• Annual Professional Growth Budget
• Employee donation matching
• Employee Referral Program
• Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits

Pay

$60,000 per year

Schedule

This role follows a shift-based schedule, with coverage needed 7 days per week until 8pm; team members work 5 days per week, including a mix of weekdays and weekends.