Customer Experience & Escalations Specialist

United States Digital Space LLC; Denver City (TX); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Bonus opportunities

Benefits package

Equal opportunity employer

Job summary

United States Digital Space LLC is seeking a CX Associate on the Resolutions Desk to support our CX agents across chat, email, and phone. You will follow documented policies, resolve escalations, and learn to handle more complex cases over time.

This entry-level role emphasizes teaching vs telling, empathetic communication, and accurate case logging. Quick growth into larger, independent responsibilities is expected, with opportunities for bonus and benefits per Total Rewards.

Qualifications

• Experience in a customer-facing role with a track record of strong performance.
• Excellent written and verbal communication, ability to explain concepts clearly.
• Ability to apply documented policies on live escalations and know when to involve a supervisor.
• Ability to defuse anxiety and de-escalate tense situations empathetically.
• Growth mindset with eagerness to take on more independent responsibilities.

Responsibilities

• Serve as a real-time point of contact for CX agents across chat, email, and phone, following policies and escalation playbooks.
• Handle escalations from day one, resolving straightforward cases and building fluency for more complex ones.
• Apply a teaching-vs-telling approach to empower agents to handle similar questions independently.
• Route situations to a supervisor when appropriate and follow up on outcomes.
• Log interactions accurately to support clear case history and smooth handoffs.
• Flag recurring questions or process gaps to leadership for improvements.

Skills

Customer service

Communication

Empathy

De-escalation

Problem solving

Attention to detail

Job description

United States Digital Space LLC is seeking a CX Associate on the Resolutions Desk to support our CX agents across chat, email, and phone. You will follow documented policies, resolve escalations, and learn to handle more complex cases over time.

This entry-level role emphasizes teaching vs telling, empathetic communication, and accurate case logging. Quick growth into larger, independent responsibilities is expected, with opportunities for bonus and benefits per Total Rewards.