Specialist, Customer Experience Operations - Remote

Overview

The Specialist in Customer Experience Operations will drive operational excellence across incident and bug management, acting as a key escalation and response lead for high-impact customer issues and complaints.

In Short

• Drive operational excellence across incident and bug management.
• Serve as a key escalation and response lead for customer issues.
• Remote-first opportunity for US-based employees.
• Collaborate across functions to triage and resolve issues.
• Develop and maintain issue taxonomy and reporting frameworks.
• Manage weekend and holiday coverage plans for incident management.
• Participate in improvement initiatives across CX Operations.
• Ensure timely investigation of regulatory complaints.

Requirements

• 3+ years of experience in customer experience operations or technical support.
• Understanding of incident management frameworks.
• Hands-on experience with Jira and Zendesk.
• Strong operational mindset and process improvement skills.
• Ability to translate complex technical issues for stakeholders.
• Familiarity with regulatory complaint standards is desirable.
• Exceptional attention to detail and organizational skills.
• Curiosity and comfort with AI tools.
• Bachelor’s degree or equivalent experience.

Benefits

• Flexible working culture.
• Incentive programs.
• 20 days PTO every year.
• Generous paid parental leave.
• Leading family support policies.
• 100% employer covered insurance.
• Learning and wellness subscription stipend.
• Company-sponsored 401k match.