Senior Customer Experience Associate

Job description

About Us We’re building products people genuinely enjoy using. Our team values clarity, empathy, and ownership, and we believe great customer experience is a competitive advantage, not a support function. We move fast, listen closely to customers, and continuously improve how we show up for them. The Role As a **Senior Customer Experience Associate**, you’ll be a frontline expert and trusted voice for our customers. You’ll handle complex customer needs, guide less-experienced teammates, and help shape how our CX function evolves as the company grows. This role is ideal for someone who loves solving problems, spotting patterns, and turning customer feedback into real product and process improvements. What You’ll Do Serve as a primary point of contact for customers, handling advanced or high-impact inquiries with confidence and empathy Resolve complex issues across product, billing, and workflow challenges, knowing when and how to escalate effectively Act as a customer advocate internally, partnering with Product, Engineering, and Sales to drive better outcomes Identify recurring issues, friction points, and opportunities for improvement, and help implement solutions Contribute to and maintain help documentation, internal playbooks, and best practices Mentor and support junior CX associates through guidance, feedback, and example Help define and refine CX processes, SLAs, and quality standards as the team scales Proactively follow up with customers to ensure issues are fully resolved and expectations are exceeded What We’re Looking For 4+ years of experience in customer experience, customer support, or a similar customer-facing role Experience supporting a SaaS or technology product, ideally in a B2B environment Strong problem-solving skills and the ability to navigate ambiguity calmly and thoughtfully Excellent written and verbal communication skills Comfort working cross-functionally and influencing without formal authority A customer-first mindset paired with sound business judgment Experience using support tools (e.g., Zendesk, Intercom, Help Scout, CRM systems) Ability to spot trends and think beyond individual tickets to systemic improvements Nice to Have Experience mentoring or onboarding new team members Familiarity with product analytics or customer feedback tools Exposure to startups or fast-scaling teams Experience contributing to process design or operational improvements Why You’ll Love Working Here Real ownership and influence over the customer experience A 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