[Remote] UX Researcher

Note: The job is a remote job and is open to candidates in USA. Scalence L.L.C. is a company focused on developing technology environments and applications since 1989, and they are seeking Customer Support Agents to provide front-line support for their products. The role involves resolving customer tickets, assisting with complex cases, and ensuring consistent policy application across the support team.ResponsibilitiesResolve P4/P5 customer tickets related to billing, subscriptions, account access, and product usageMaintain productivity targets (~250–300 tickets per week)Use response templates and knowledge base guidanceProperly categorize tickets and escalate edge cases when necessaryResolve billing disputes, refund exceptions, and policy edge casesAssist L1 agents with troubleshooting and escalationsEnsure consistent policy application across the support teamSkillsProvide front-line customer support for Anthropic products through the ticketing platformResolve P4/P5 customer tickets related to billing, subscriptions, account access, and product usageMaintain productivity targets (~250–300 tickets per week)Use response templates and knowledge base guidanceProperly categorize tickets and escalate edge cases when necessaryHandle complex cases and support frontline agentsResolve billing disputes, refund exceptions, and policy edge casesAssist L1 agents with troubleshooting and escalationsEnsure consistent policy application across the support teamCompany OverviewIn today’s dynamic and competitive market, success hinges on mastering three key areas: Data Intelligence, Business Resilience, and Digital Experience. It was founded in undefined, and is headquartered in Morristown, New Jersey, US, with a workforce of 501-1000 employees. Its website is https://www.scalence.com/.