Senior Customer Experience Associate

📋 Description

• Manage day-to-day operations of outsourced customer support partner, including queue coverage and
• Develop and deliver launch calendars, playbooks, and campaign briefs
• Design and implement onboarding and ongoing training for partner agents
• Hold biweekly check-ins with partner team leads and management
• Partner with Senior Manager on relationship management, workforce planning, and budget inputs
• Own and resolve customer escalations

🎯 Requirements

• 4+ years of experience in customer experience, customer success, support operations, or associate
• Experience managing outsourced or BPO support teams
• Hands-on experience with help desk platforms (Gorgias, Zendesk, Kustomer, or similar)
• Experience building and running training, onboarding, or quality programs for support
• Comfortable owning escalations and making sound judgment calls
• Strong empathy for customers and passion for customer experience

🎁 Benefits

• Medical, dental, vision insurance
• 401k with Squatch match
• Paid time off (PTO)
• Healthy snacks
• Frequent company events
• Free products