Customer Experience Specialist — Hybrid (Grid Tech)

WeaveGrid; San Francisco (CA); Hybrid; USD 58,000 - 82,000; Full time

Benefits offered by this job

Equity (stock options)

Benefits

Job summary

WeaveGrid in San Francisco is seeking a Customer Experience (CX) Associate to join our Customer Operations Team. You will triage, answer, and resolve tickets, translate complex technical concepts for non-technical users, and help improve content and processes to delight drivers and customers.

You will collaborate with Engineering and Product, draft helpful articles, monitor CSAT and response times, and support proactively with email campaigns and eligibility checks.

Qualifications

• 1-2 years in Customer Operations or Customer Support.
• Able to translate complex technical concepts for non-technical users.
• Able to advocate for new features from customer feedback.
• Manage backlog and help product/content enhancements.
• Monitor CSAT, response times, and issue resolution.

Responsibilities

• Respond to customer inquiries via email and other channels.
• Escalate issues when needed and within SLAs.
• Identify gaps in resources to help drivers resolve issues quickly.
• Document issues to assist Engineering and Product teams.
• Summarize customer needs and share insights for UX improvements.
• Coordinate email campaigns for program updates or issues.
• Process incentives and troubleshoot eligibility discrepancies.
• Create/update help center articles.

Skills

Clear communication

Strong organization

Customer empathy

AI tools familiarity

Ambiguity tolerance

Decarbonization passion

Tools

Zendesk

Google Docs

JIRA

Excel

Google Sheets

Job description

WeaveGrid in San Francisco is seeking a Customer Experience (CX) Associate to join our Customer Operations Team. You will triage, answer, and resolve tickets, translate complex technical concepts for non-technical users, and help improve content and processes to delight drivers and customers.

You will collaborate with Engineering and Product, draft helpful articles, monitor CSAT and response times, and support proactively with email campaigns and eligibility checks.