Advanced Customer Experience Specialist

Socket.dev; Draper (UT); Hybrid; USD 70,000 - 98,000; Full time

Benefits offered by this job

Hybrid work

Bonuses

Health benefits

PTO & holidays

401k match

Employee discounts

Growth opportunities

Job summary

Studio McGee, Inc. is seeking an Advanced Customer Experience Specialist for its hybrid role in Draper, UT. You will manage high-stakes escalations, own the customer journey, and drive improvements with ownership and leadership presence.

You will collaborate with the CX team to maintain brand standards across digital and in-store touchpoints, coach junior colleagues, and support SOPs and documentation while working a demanding schedule during peak promotions.

Qualifications

• 3+ years in customer experience or support with increasing responsibility.
• Experience designing customer-facing operations reflecting brand standards.
• Ability to guide escalations and coach others to improve outcomes.

Responsibilities

• Serve as primary contact for inbound escalations across channels with calm, accurate responses.
• Maintain high output while ensuring quality in a fast-paced ticket environment.
• Support Senior Team Lead on CX projects and SOP/documentation.
• Act as Senior Team Lead backup during absences.
• Co-monitor and audit weekly QA, providing coaching notes.
• Identify workflow inefficiencies and surface improvements to leadership.
• Surface customer feedback and service gaps for continuous improvement.

Skills

Communication skills

Organizational skills

Written communication

Critical thinking

AI-assisted support

SOPs & policy docs

Escalation management

CX experience

Tools

Intercom

Shopify

NetSuite

Job description

Role: Advanced Customer Experience Specialist

Level: 3+ years of experience

Team: Customer Experience

Reports To: Director, Customer Experience

Location: Hybrid on-site at the Studio McGee | Mcgee & Co. HQ in Draper, UT

Employment Type: Full-Time

Overview:

The McGee & Co. Advanced Customer Experience (CX) Specialist is a new role for the Customer Experience Team. They know the systems, policies, and how to resolve complex cases. This person is a self-starter and does not wait for direction. They are highly independent, with a strong sense of ownership - someone who operates with the depth of a process expert, the composure of a leader, and the output of the team's highest performer.

This is the person the team turns to when a situation gets complicated and the person leadership relies on. They handle what others escalated, identify what others may miss, and operate with a level of ownership and accountability that goes well beyond their ticket queue. They shape the customer journey, surface the patterns in the data, and bring those insights back into the operation as improvements - not observations.

This is a role for someone who does not need to be told what the standard should look like. They demonstrate it. They are as comfortable owning a high-stakes escalation as they are guiding a junior associate through one, and they understand that the caliber they hold themselves to becomes the expectation the team inherits. They self-direct without prompting, think critically under pressure, and take initiative before someone else has to ask.

Who We are:

Founded in 2014, Studio McGee, Inc. is one of the fastest growing home design brands in America. Our journey began with a thriving interiors business that focused on approachable, yet aspirational design. By leveraging the power of digital communities, we were able to expand our footprint in the interior design industry through an unconventional approach that connected us with our consumers. We continued to carry that forward-thinking attitude into the launch of our retail business, McGee & Co., which anchors the operational and revenue growth of our company. Our licensing partnerships allow us to further expand our design voice beyond our own collection. From a multi-year partnership with Target to an Emmy-nominated Netflix Series and a NY Times Best-Selling book, Studio McGee's passion is to empower people to design with an approachability that enhances their daily life and elevates their every day. Whether following us on social media or becoming part of our company, we invite you to join us on our mission to “Make Life Beautiful.”

Responsibilities:

• Serve as the team's primary point of contact for inbound escalations through all communication channels, handling complex or sensitive customer calls with composure, accuracy, and brand consistency
• Operate as the team's highest-output performer, moving through a high volume of tickets quickly, accurately, and without friction, while maintaining the quality standard others are measured against
• Support the Senior Team Lead on projects, process improvements, cross-functional initiatives, and maintenance of CX documentation, including SOPs, policy guides, and training materials
• Act as Senior Team Lead backup during periods of absence, maintaining team accountability, QA rhythm, and escalation authority
• Co-monitor, co-audit and contribute to the team's weekly QA cycle, including agent-specific coaching notes, against QA thresholds and flag patterns that require formal review
• Identify workflow inefficiencies and surface recommendations to the Director and Sr. Team Lead
• Proactively surface customer feedback, recurring issues, and service gaps to team leadership; this team is expected to be a source of continuous insight, not just resolution.

Qualifications:

• Demonstrated commitment to service excellence, with experience designing customer-facing operations that reflect brand standards across both digital and in-store touchpoints.
• 3+ years of customer experience or support experience, with demonstrated progression in scope or responsibility
• Strong understanding of sales principles and customer service practices.
• Strong working knowledge of CX platforms including Intercom, Shopify, and NetSuite experience strongly preferred
• Exceptional organizational and communicationskills, both oral and written, with proven ability to handle difficult conversations and complex escalations. Manages issue resolutionindependently with professionalism and composure with minimal supervision
• Experience maintaining SOPs, policy documentation, or knowledge base content
• Comfort operating in AI-assisted service environments and contributing to automation quality
• Excellent written communication: clear, on-brand, and concise
• Ability to think critically, make decisions under pressure, and manage competing priorities without escalating everything upstream
• Availability to work during major promotional periods, including holidays; our busiest customer moments align with key sales events, and this role is expected to be present for those shifts.

Benefits:

• Beautiful office space with hybrid flexibility
• Competitive compensation + bonuses
• Comprehensive heath benefits (medical, dental, vision, hospital indemnity, accident, pet)
• PTO and paid company holidays
• 401k Employer match - 100% of deferrals up to 4% of compensation
• Exclusive 50% off Team Member discount at mcgeeandco.com + access to Team Member warehouse sales
• Collaborative, creative culture with room to grow

McGee is proud to be an equal opportunity employer - we see the beauty of celebrating our teams' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Together we Make Life Beautiful.