CX Architect: Problem Solver & Process Optimizer

Applied Labs; Plano, Northern (TX, KY); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

401(k)

Wellness benefits

Laptop provided

Annual website credit

Learning stipend

Job summary

Jiffy is seeking a Customer Experience Partner to optimize the customer journey and champion service improvements. This role focuses on identifying friction, analyzing data, and driving changes across support operations.

You will collaborate with product, engineering, and operations to elevate satisfaction and retention. You will work across phone, email, and chat, leveraging Zendesk and CRM tools to document issues and drive faster, smarter service delivery.

Qualifications

• Bachelor's degree or equivalent experience.
• Strong problem-solving with root-cause analysis.
• Experience with CRM systems (Zendesk preferred) and automation tools.
• Ability to pass a pre-employment background screening.
• Passionate about improving customer experience and efficiency.

Responsibilities

• Be a Customer Advocate & Problem-Solver across channels.
• Diagnose and troubleshoot issues to root causes and implement solutions.
• Identify repetitive tasks and recommend automation to streamline workflows.
• Spot trends and proactively create solutions to reduce future contacts.
• Collaborate with product, engineering, and operations to improve processes.
• Maintain accurate documentation and data-driven decision-making across platforms.

Skills

Problem-solving

Data-driven decisions

Cross-functional collaboration

CRM usage (Zendesk)

Automation

Multi-channel support

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

Zendesk

CRM platforms

Automation tools

Workflow platforms

Job description

Jiffy is seeking a Customer Experience Partner to optimize the customer journey and champion service improvements. This role focuses on identifying friction, analyzing data, and driving changes across support operations.

You will collaborate with product, engineering, and operations to elevate satisfaction and retention. You will work across phone, email, and chat, leveraging Zendesk and CRM tools to document issues and drive faster, smarter service delivery.