Senior Customer Experience Associate

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