Taking applicationsVoice Support·Posted 14h ago
Senior Customer Experience Associate
MEGAVerified company
Ponte Vedra Beach, FL, United States
Pay
Not listed
Job type
Full-time · Hybrid
Hours
Flexible
Location
Ponte Vedra Beach, FL, United States
Open to people in the United States
EnglishSenior level
About the role
A senior frontline customer experience role handling complex inquiries, mentoring junior associates, and improving CX processes for a SaaS/technology product. It emphasizes cross-functional advocacy, documentation, and scaling support standards.
What you'll do
- Handle advanced or high-impact customer inquiries
- Resolve complex product, billing, and workflow issues
- Act as a customer advocate with Product, Engineering, and Sales
- Identify recurring issues and improvement opportunities
- Maintain help documentation and internal playbooks
- Mentor and support junior CX associates
- Help refine CX processes, SLAs, and quality standards
- Follow up with customers to ensure full resolution
What you'll need
- 4+ years in customer experience or support
- Experience supporting a SaaS or technology product, ideally B2B
- Strong problem-solving and comfort with ambiguity
- Excellent written and verbal communication
- Cross-functional influence without formal authority
- Customer-first mindset with business judgment
- Experience with support tools such as Zendesk, Intercom, Help Scout, or CRM
- Ability to spot trends and systemic improvements
Skills
Customer supportSaaS/B2B supportZendesk/Intercom/Help Scout/CRMProblem-solvingWritten and verbal communicationCross-functional collaborationDocumentationMentoring
Benefits
Competitive compensation and benefitsCareer growthOwnership and influenceCollaborative teamContinuous improvement culture
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