Customer Experience Associate
$520,000–$520,000 year
HybridChandler, Arizona, United States
Job Summary
Deliver exceptional customer support across chat, phone, and email while managing multiple live conversations simultaneously. Meet established hourly productivity expectations, service level agreements, and quality metrics by self-servingly resolving issues using internal tools and AI technologies. Partner cross-functionally with Product, Operations, Engineering, and Customer Success to advocate for customers and identify process improvements. Contribute to maintaining internal knowledge documentation and continuously improve efficiency within the Customer Experience team. Work flexible schedules including early mornings, evenings, holidays, or weekends to align with business needs.
Required Qualifications
- 2+ years of experience in a customer-facing support role, preferably in a high-volume environment
- Must be able to work a hybrid schedule, including required in-office days at our Chandler, Arizona office
- Hands-on experience supporting customers across phone, chat, and email channels, with the ability to confidently move between channels as business needs change
- Experience handling multiple concurrent live chat conversations while maintaining exceptional customer service
- Strong verbal communication skills and confidence speaking with customers over the phone
- Excellent written communication skills with exceptional attention to detail
- Proven ability to prioritize work effectively, stay organized while managing multiple tasks, and self-serve by using available tools and resources before escalating
- Demonstrated experience in a performance-based role where success is measured by output, productivity, service levels, and quality
- Experience using modern customer support platforms such as Intercom, Zendesk, Salesforce, or similar
- Proficient with Google Workspace and Slack
- You're adaptable and willing to work schedules that align with business needs, including occasional early mornings, evenings, holidays, or weekends
Desired Qualifications
- Previous startup or high-growth company experience
- Experience working within fintech, payments, HR technology, benefits administration, banking, or another regulated industry is strongly preferred
- Experience using—or strong curiosity about using—AI tools such as ChatGPT, Claude, Gemini, or similar to improve workflows, research, communication, documentation, and problem-solving
- Experience identifying opportunities for operational improvements and process optimization
- Familiarity with workforce management concepts such as staffing, scheduling, or service levels
- Bilingual or multilingual
- Passion for continuous learning and helping build a world-class Customer Experience organization
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