Agent Experience Specialist

Liveops; United States; Remote; USD 60,000 - 95,000; Full time

Job summary

Liveops is seeking an Agent Experience Specialist to foster positive relationships with agents and deliver engaging educational content. You will support the agent community, create learning materials, and lead initiatives that boost agent success and satisfaction.

You will collaborate with internal teams and third parties to deliver online programming, measure impact, and promote a proactive, empathetic support culture across a global contractor network.

Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years in customer success and/or customer support; BPO experience a plus.
• Proficient in Microsoft products and Salesforce.
• Excellent written and verbal communication with attention to detail.

Responsibilities

• Assist the Agent Experience team by identifying and escalating new agent trends from daily interactions with the agent community.
• Develop or source collateral for agent enablement: learning modules, video tutorials, how-to guides, and more.

Skills

Bachelor's degree

Customer success

Salesforce

Microsoft Office

Excellent communication

Education

Bachelor's degree

Tools

Salesforce

Microsoft Office

Job description

As an Agent Experience Specialist, you will foster a positive and productive relationship betweenLiveopsand its agents.You’llprovide hands-on support, deliver engaging educational content, and champion new initiatives that drive agent success and satisfaction. Our goal is to mitigate detractors, boostsentiment,and create a meaningful opportunity in which our agent community can thrive.

The Qualifications We’re Looking For:

• ABachelor’sdegree or equivalent work experience.
• 2+ years working in customer success and/or customer support; BPO experiencea plus.
• Proficient in Microsoft products and Salesforce.
• Excellent written and verbal communication skills with an attention todetail;must be able to document and present complex content in an organized,simpleand concise way.
• Ability to multi-task, prioritize, and meet timelines on deliverables.
• Experience addressing groups using a variety of communication tactics including video, phone, chat, email, etc.
• Self-starter, sense of urgency, works well under pressure, abilityto work remotely.
• Interpersonal savvy: a genuine desire to connect with the audience, showempathyand be an advocate.
• Intrapreneurial mindset, with the proven ability to deliver against organizationalobjectives.
• Proven experience working cross-functionally and with third parties to deliver robust, online educational, & engagement-based programming.
• Highly developed consultative skills with the ability to build strong, long-term relationships with internal teams and the agent community.
• Resourcefulness toidentifyand use the resources, information, andassistanceneeded to tackle complex challenges.
• Relentlessly curious; youaren’tafraid to ask questions and put forth the effort of learning a new process or solution from beginning to end.
• Ability to prioritize and multi-task, while keepinga strongattention to detail.
• A highly motivated self-starter with a can-do attitude and ability to problem-solve through a collaborative and team-oriented approach.

The Competencies You Bring

Adaptability, Attention to Detail, Communications, Conceptual Thinking, Customer Focus, Data Gathering & Analysis, Planning & Organizing, Presentation Skills, Teamwork, Use of Functional/Technical Expertise

The Value You Deliver

Key Responsibilities and Job Duties

• Assist the Agent Experience team inidentifyingand escalating new agent trendsas a result ofyour daily interactions with the agent community viaMyLiveops, live events, 1:1 interactions and other evolvingVoCchannels.
• Support the agent population by developing or sourcing collateral for comprehensive agent enablement and support, in the form of new learning modules, video tutorials, programmatic agent sessions, how-to guides, and more.
• Pioneer and lead the charge on new agent programming that will support agent success, as well as strengthen their relationship with theLiveopscommunity.
• Identifygaps in the agent community’s online knowledge base and prioritize the development of new assets.
• Serve as a liaison between agents and otherLiveopsteams, helping to minimize confusion. Efficiently route inquiries to theappropriate teamswhen necessary.
• Work with cross-functional teams to understand new processes, client-specific pain points, technology updates, outages, etc. to ensure proactive delivery of solutions to the agent community.

Essential Job Functions

Essential functions are thefundamental, crucialjob duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to sit or stand at a desk for extended periods of time while working on a computer.
• Available for virtual meetings in a non-distracted environment.
• Ability to work independently and meet deadlines.
• Engage daily with the agent community.
• Develop and deliver agent‑enablement content thatimproveagent success and overall experience.

About Liveops

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com .