Customer Experience Specialist: Fast-Paced Support & Impact

Stord; Town of Hebron (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Stord is seeking a Customer Experience Associate to deliver timely, accurate, and professional support to clients across multiple channels, adhering to established SLAs and processes. The role focuses on fast triage, clear communication, and consistent updates throughout case resolution.

As a cornerstone of customer success, you will document cases, follow SOPs, and escalate complex issues when needed, while collaborating with internal teams to improve service quality and client outcomes.

Qualifications

• 2 years in customer support or related field.
• Experience in a fast-paced, client-facing environment preferred.
• Familiarity with CRM or ticketing systems preferred.
• Comfortable working across multiple tools and systems.

Responsibilities

• Respond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs (response time, resolution time, CSAT).
• Acknowledge and triage incoming requests quickly to ensure timely engagement.
• Communicate clearly and professionally in all client interactions.
• Provide consistent updates to clients through resolution.

Skills

Customer support

CRM experience

Cross-functional collaboration

Communication skills

Tools

Salesforce

Job description

Stord is seeking a Customer Experience Associate to deliver timely, accurate, and professional support to clients across multiple channels, adhering to established SLAs and processes. The role focuses on fast triage, clear communication, and consistent updates throughout case resolution.

As a cornerstone of customer success, you will document cases, follow SOPs, and escalate complex issues when needed, while collaborating with internal teams to improve service quality and client outcomes.