Customer Experience Representative

Company Description

Scaled Agile, Inc. (SAI) is a global training and enablement platform helping enterprises thrive amid rapid change and AI-driven work. Through SAFe®, the world’s most trusted system for enterprise agility, and a growing portfolio of AI education programs, we serve a 400+ partner network and 2 million+ trained professionals worldwide.

If you are ready to scale your career, read on!

Job Description

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 partners achieve their goals of successfully implementing Agile at Scale, SAFe Collaborate, AI Native and Learning and Certifying in SAFe.

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. We offer numerous opportunities for personal development and growth as the company continues to expand and develop globally.

What you’ll be doing:

• Providing front-line support to customers and partners through online channels, phone, and events.
• Responding to customer inquiries promptly and courteously via phone and our tiered support case management system.
• Training members on Scaled Agile’s Community Platform.
• Scheduling exams, managing surveys, handling certification results, and following up with students.
• Coordinating and distributing licensed courseware purchases.
• Enhancing and documenting Scaled Agile Customer operations processes.
• Supporting Scaled Agile training classes and events.
• Collaborating with the Scaled Agile Partner Development and Enterprise Solutions teams to improve the partner and enterprise customer experience.
• Managing communications and distribution when new courseware is released.
• Maintaining the LMS (Learning Management System) with exam updates, courseware, and video learning.
• Completing additional Scaled Agile projects as needed by the business.
• Continuously improving the customer experience by reviewing and acting on customer feedback.

Qualifications

A successful candidate will have:

• 2+ years of experience in customer support, ideally in Learning or Service organizations with a membership or certification business model.
• Comfortable using your own judgment and being proactive to resolve member issues.
• Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, Salesforce, Customer Success tools/solutions).
• Knowledge of Microsoft Excel and Google Sheets (Vlookups, Formulas, Pivot Tables, etc.).
• Familiarity with Salesforce is a plus.
• Must excel in a high-volume environment, meeting Key Performance Indicators to drive improvements in 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, with a strong attention to detail, deadline-driven, and punctual.
• Ability to work independently while also knowing when to ask for help, direction, or clarification.
• Skill in identifying problems and exploring potential solutions that can be clearly presented to customers.
• Effective time management skills, with the ability to prioritize tasks, meet deadlines, and provide superior customer service.

Additional Information

Location: This is a US based remote role where you will support customers from your home office.

Working hours:
The required support coverage is one of the following time zones:

• 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 compensation range fis $20.00 - $26.00 an hour, non-exempt ($43,000 - $55,000 annually). 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.

We Welcome All:
Scaled Agile Inc (SAI) is an Equal Opportunity Employer committed to a diverse and inclusive work environment.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other classification protected by law.

AI Use:
At SAI we use technology, including artificial intelligence (AI), to support our recruiters in streamlining our hiring process. You can rest easy knowing that an actual human reviews your qualifications, compares it to the needs of each open role, and makes recommendations regarding your candidacy. Throughout the process decisions are made my people, not AI.

Application Acceptance Timeline:
We will accept applications for this position for an undetermined amount of time/ ongoing basis.
We encourage you to apply as soon as possible.

Work Differently. Build the Future.