Customer Experience Specialist

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

Customer Experience Specialist

Help build Nicely Co.'s timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement as Customer Experience Specialist, with meaningful ownership in an early-stage company.

Position overview

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.Nicely Co. is an early-stage company, so this position will help create the processes and internal systems behind the work, not merely inherit a mature playbook. The successful candidate will use sound judgment, communicate tradeoffs, and operate with appropriate autonomy.Responsibilities may evolve as the company grows. This is an opportunity to influence how the Customer Support function develops, establish useful standards, and leave behind systems that scale responsibly.

Responsibilities

• Own day-to-day work across timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement.
• Translate the priorities of the Customer Experience Specialist role into documented plans, decisions, and measurable outcomes.
• Build lightweight, repeatable processes that fit an early-stage company and can mature over time.
• Collaborate across functions to resolve dependencies and deliver complete outcomes.
• Identify risks early, recommend proportionate solutions, and escalate consequential decisions.
• Maintain accurate documentation and handle company, customer, and employee information responsibly.
• Use relevant evidence and feedback to improve quality, efficiency, and stakeholder experience.
• Communicate progress, constraints, priorities, and results clearly to affected teammates.

Qualifications

• Demonstrated capability relevant to timely customer care, accurate troubleshooting, empathetic communication, escalation, documentation, and service improvement.
• Judgment and ownership appropriate for the Customer Experience Specialist scope.
• Strong written and verbal communication with both specialists and cross-functional partners.
• Ability to organize ambiguous work, make progress independently, and document decisions.
• Comfort building systems in an early-stage environment where priorities may evolve.
• Commitment to ethical conduct, confidentiality, security, accessibility, and inclusive collaboration.

Preferred qualifications

• Experience with modern methods and tools used in Customer Support.
• Experience in a startup, small business, or other resource-conscious environment.
• Evidence of improving a workflow, standard, product, service, or measurable outcome.
• Relevant education, certification, portfolio, or equivalent practical experience.
• Flexible work arrangements where applicable.
• Opportunity to help build an early-stage company.
• Direct impact on company growth and operating quality.
• Cross-functional collaboration and professional development opportunities.
• Significant ownership over assigned responsibilities.
• Opportunity for responsibilities to expand as the company grows.