CX Advocate: AI-Savvy Support & Insights

TodayTix Group; New York (NY); Hybrid; USD 54,000 - 66,000; Full time

Job summary

TodayTix Group in the New York City area seeks a thoughtful Customer Experience (CX) Support Specialist to join our CX team. You will deliver timely, human, brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey.

You’ll be a critical feedback loop for our chatbot and product teams, identifying unclear bot responses, surfacing pain points, and proposing a more human way to communicate policy.

Qualifications

• Minimum 2 years of experience in a customer-facing role (support, hospitality, or tech).
• Exceptional written and verbal communication skills with warmth and clarity.
• Passion for helping people and a curious, creative approach to problem solving.
• Ability to observe and describe technology/product behavior and share feedback clearly.
• Enthusiasm about AI and automation as tools to support great customer experiences.
• Comfort working in support systems and juggling multiple tasks and brands.
• Openness to collaboration, iteration, and feedback for continuous improvement.
• Plus: bilingual proficiency in Spanish and English.

Responsibilities

• Provide direct customer support via chat, phone, and email, delivering personalized responses across multiple brands.
• Handle L1 escalations with care and sound judgment.
• Offer constructive feedback to improve chatbot responses, automations, and product experience.
• Collaborate with CX Support Manager to identify trends, pain points, and improvement opportunities.
• Execute key operational tasks on short deadlines.
• Contribute to documentation by refining macros, internal resources, and knowledge base content.

Skills

Customer support

Communication skills

Problem solving

Team collaboration

AI & automation enthusiasm

Spanish language

Job description

TodayTix Group in the New York City area seeks a thoughtful Customer Experience (CX) Support Specialist to join our CX team. You will deliver timely, human, brand-aligned assistance across chat, phone, and email, while playing a vital role in improving our tools and customer journey.

You’ll be a critical feedback loop for our chatbot and product teams, identifying unclear bot responses, surfacing pain points, and proposing a more human way to communicate policy.