[Remote] Customer Experience Representative

Note: The job is a remote job and is open to candidates in USA. Scaled Agile, Inc. is a global training and enablement platform focused on enterprise agility and AI-driven work. The Customer Experience Representative will provide world-class support to customers and partners, helping them streamline their value delivery through the implementation of SAFe and AI Native. Responsibilities 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 Skills 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 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 Knowledge of Salesforce is a plus Benefits Medical Dental Vision Optional insurance products 401K with a match Flexible paid time off Company-paid sabbatical after seven years of service Bonus plan Equity options Company Overview Scaled Agile, Inc., is the provider of SAFe®, the world's leading framework for business agility. It was founded in 2011, and is headquartered in Boulder, Colorado, USA, with a workforce of 51-200 employees. Its website is