Senior Customer Experience Associate

📋 Description

• Serve as primary contact for customers, handling advanced inquiries with empathy
• Resolve complex issues across product, billing, and workflow; escalate when needed
• Advocate for customers internally; partner with Product, Eng, and Sales
• Identify recurring issues and opportunities; help implement solutions
• Contribute to and maintain help docs, internal playbooks, and best practices
• Mentor and support junior CX associates

🎯 Requirements

• 4+ years in customer experience or similar
• Experience with SaaS/tech products, ideally B2B
• Strong problem-solving and ability to navigate ambiguity
• Excellent written and verbal communication
• Cross-functional collaboration; influence without formal authority
• Experience using support tools (Zendesk, Intercom, Help Scout, CRM)

🎁 Benefits

• Real ownership and influence over the customer experience
• Collaborative, low-ego team that values thoughtful input
• Opportunities to grow into lead, specialist, or CX operations roles
• Competitive compensation and benefits
• A culture that values quality, empathy, and continuous improvement