Senior Customer Experience Associate

About UsWe’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 RoleAs 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 DoServe as a primary point of contact for customers, handling advanced or high-impact inquiries with confidence and empathyResolve complex issues across product, billing, and workflow challenges, knowing when and how to escalate effectivelyAct as a customer advocate internally, partnering with Product, Engineering, and Sales to drive better outcomesIdentify recurring issues, friction points, and opportunities for improvement, and help implement solutionsContribute to and maintain help documentation, internal playbooks, and best practicesMentor and support junior CX associates through guidance, feedback, and exampleHelp define and refine CX processes, SLAs, and quality standards as the team scalesProactively follow up with customers to ensure issues are fully resolved and expectations are exceededWhat We’re Looking For4+ years of experience in customer experience, customer support, or a similar customer-facing roleExperience supporting a SaaS or technology product, ideally in a B2B environmentStrong problem-solving skills and the ability to navigate ambiguity calmly and thoughtfullyExcellent written and verbal communication skillsComfort working cross-functionally and influencing without formal authorityA customer-first mindset paired with sound business judgmentExperience using support tools (e.g., Zendesk, Intercom, Help Scout, CRM systems)Ability to spot trends and think beyond individual tickets to systemic improvementsNice to HaveExperience mentoring or onboarding new team membersFamiliarity with product analytics or customer feedback toolsExposure to startups or fast-scaling teamsExperience contributing to process design or operational improvementsWhy You’ll Love Working HereReal ownership and influence over the customer experienceA collaborative, low-ego team that values thoughtful inputOpportunities to grow into lead, specialist, or CX operations rolesCompetitive compensation and benefitsA culture that values quality, empathy, and continuous improvement