Onsite Customer Experience Specialist – SF/NYC

Middesk; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Middesk in NYC is seeking a Customer Experience Associate to ensure customers find value by answering questions and troubleshooting issues. You will be a central part of our support team, helping users navigate Middesk products and deliver exceptional service every day.

This role requires a proactive communicator, strong time management, and the ability to work across time zones. Onsite five days a week, PST hours, with flexibility for in-person collaboration and building strong team connections.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Flexibility with changing job duties and responsibilities.
• Time management and prioritization skills.
• Proactive communication skills and ability to manage up across multiple time zones.
• Excellent research, critical thinking, and customer service skills.
• Process and solution orientation with a high attention to detail.

Responsibilities

• Become an expert in Middesk products and be the go-to resource for customers and colleagues.
• Handle customer questions from start to finish autonomously.
• Leverage email, video calls, and phone to optimize customer use of Middesk products.
• Contribute to product documentation for both internal teams and customers.
• Work cross-functionally with EPD and GTM teams to implement new products and improve processes.

Skills

Customer service

Time management

Prioritization

Proactive communication

Attention to detail

Cross-team collaboration

Education

Bachelor’s Degree or equivalent work experience

Job description

Middesk in NYC is seeking a Customer Experience Associate to ensure customers find value by answering questions and troubleshooting issues. You will be a central part of our support team, helping users navigate Middesk products and deliver exceptional service every day.

This role requires a proactive communicator, strong time management, and the ability to work across time zones. Onsite five days a week, PST hours, with flexibility for in-person collaboration and building strong team connections.