Customer Experience Architect — Build Scalable CX in Early-Stage

Nicely Co.; Tulsa (OK); On-site; USD 42,000 - 64,000; Full time

Job summary

Nicely Co. is seeking a Customer Experience Specialist to strengthen timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement. This role will turn company priorities into clear, dependable work while partnering directly with colleagues across functions.

As an early-stage company, Nicely Co. will rely on this person to help design processes and internal systems, exercise sound judgment, and communicate tradeoffs with autonomy.

Qualifications

• Experience delivering timely customer care and empathetic communication.
• Ability to own and document decisions with sound judgment.
• Strong written and verbal communication across cross-functional partners.
• Ability to organize ambiguous work and work independently.
• Experience building or improving processes in early-stage environments.
• Commitment to ethical conduct and confidentiality.

Responsibilities

• Own day-to-day work across timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement.
• Translate priorities into documented plans, decisions, and measurable outcomes.
• Build lightweight, repeatable processes suited for an early-stage company.
• Collaborate across functions to resolve dependencies and deliver complete outcomes.
• Identify risks early, propose solutions, and escalate key decisions.
• Maintain accurate documentation and handle sensitive information responsibly.
• Use feedback to improve quality, efficiency, and stakeholder experience.
• Communicate progress, constraints, priorities, and results clearly to teammates.

Skills

Customer care

Troubleshooting

Communication

Documentation

Escalation

Service improvement

Tools

CRM software

Job description

Nicely Co. is seeking a Customer Experience Specialist to strengthen timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement. This role will turn company priorities into clear, dependable work while partnering directly with colleagues across functions.

As an early-stage company, Nicely Co. will rely on this person to help design processes and internal systems, exercise sound judgment, and communicate tradeoffs with autonomy.