Remote Customer Experience Specialist - Learning & Certification

Scaled Agile, Inc.; Boulder (CO); Remote; USD 43,000 - 55,000; Full time

Benefits offered by this job

Medical, dental, vision

401K with match

Sabbatical after seven years

Bonus plan

Equity options

Flexible paid time off

Job summary

Scaled Agile, Inc. in the United States is seeking a collaborative Customer Experience specialist to support customers and partners with Agile at Scale, SAFe, and related programs.

This role is remote and focused on delivering proactive, high-quality service across channels. You will train users, schedule exams, manage surveys, and help maintain our learning platform while collaborating with partner teams to improve the overall experience.

Qualifications

• 2+ years in customer support, ideally in Learning or cert business models.
• Able to resolve member issues proactively using judgment.
• Strong proficiency with Gmail/Google Apps, Confluence, Salesforce, and CS tools.
• Knowledge of Excel and Google Sheets (VLOOKUPs, formulas, pivots).
• Experience in high-volume environments with KPI-driven improvement.

Responsibilities

• Provide front-line support to customers and partners via online channels, phone, and events.
• Respond promptly and courteously to inquiries using tiered case management.
• Train members on Scaled Agile’s Community Platform.
• Schedule exams, manage surveys, handle certification results, and follow up with students.
• Coordinate and distribute licensed courseware purchases.
• Enhance and document customer operations processes.
• Support training classes and events.
• Collaborate with Partner Development and Enterprise Solutions teams.
• Communicate and distribute updates when new courseware is released.
• Maintain the LMS with exam updates, courseware, and video learning.
• Complete additional Scaled Agile projects as needed and improve customer experience.

Skills

Customer support

Proactive problem solving

Time management

Communication

CRM systems

Salesforce

Confluence

Office productivity

Gmail/Google Apps

Team collaboration

Tools

Salesforce

Confluence

Google Apps

Microsoft Excel

Google Sheets

Job description

Scaled Agile, Inc. in the United States is seeking a collaborative Customer Experience specialist to support customers and partners with Agile at Scale, SAFe, and related programs.

This role is remote and focused on delivering proactive, high-quality service across channels. You will train users, schedule exams, manage surveys, and help maintain our learning platform while collaborating with partner teams to improve the overall experience.