Customer Experience Representative

Overview of the Position:

As a new member of our fun and collaborative Customer Experience team (we are not a call center), you will play a direct role in helping our global customers and members achieve their goals of streamlining and accelerating their value delivery through the implementation of SAFe and AI Native.

As a Customer Experience Representative, you are dedicated to providing world-class support to both internal and external customers, and you will be an integral part of our ongoing success. Opportunities for personal development and growth exist as the company continues to expand and develop globally.

What You’ll Be Doing:

• 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.

What You’ll Bring to the Role:

• 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.

• Knowledge of Salesforce is a plus.

• 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.

Location:

We are expanding our team to better support our global community. We are looking for a remote employee who can work from a home-based office to cover the US time zones. This position is open to candidates living anywhere in the US. The required support coverage is one of the following timezones:

• 10 am to 7 pm EST

• 9 am to 6 pm CST

• 8 am to 5 pm MST

Compensation:

Scaled Agile is committed to fair and equitable compensation practices. The target salary range for US-based candidates is $43,000 - $55,000 non-exempt. Compensation will be based on a variety of factors, including a candidate’s relevant experience, skills, and certifications.

Employees of Scaled Agile are also compensated with a competitive benefits package including medical, dental, vision, optional insurance products, 401K with a match, flexible paid time off, company-paid sabbatical after seven years of service, bonus plan, and equity options.

Wondering if you should apply?

As a company that helps organizations embrace and turn change into opportunity, we’re looking for teammates with diverse experiences who thrive on applying their knowledge in new ways. You don’t need to meet every listed qualification to apply. If you’re motivated by an iterative approach to growth, learning, collaboration, and relentless improvement, we want to hear from you.

Work Differently. Build the Future.