Remote Customer Experience Specialist – SAFe & AI

Scaled Agile Inc; United States; Remote; USD 43,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Flexible paid time off

Sabbatical after seven years

Bonus plan

Equity options

Job summary

Scaled Agile Inc is seeking a Customer Experience Representative to deliver world-class support for our global customers and partners. You will engage with learners, manage exams, and oversee courseware distribution while contributing to a scalable, AI-assisted hiring process.

The role emphasizes proactive problem solving, clear written communication, and precise documentation. You will support a remote US-based team, working in a high-volume environment to drive customer satisfaction, NPS, and

Qualifications

• 2+ years in customer support, ideally in learning or certification businesses.
• Comfortable using own judgment and proactively resolving issues.
• Strong proficiency with Gmail, Google Apps, Confluence, Salesforce and CS tools.
• Knowledge of Excel and Google Sheets (VLOOKUPs, formulas, pivot tables).
• Familiarity with Salesforce is a plus.
• Thrives in high-volume environments and hits customer KPIs.

Responsibilities

• Provide front-line support via online channels, phone, and events.
• Respond to inquiries promptly and courteously using the case system.
• Train members on Scaled Agile’s Community Platform.
• Schedule exams, manage surveys, and communicate results to students.
• Coordinate and distribute licensed courseware purchases.
• Improve and document customer operations processes.
• Support training classes and partner/enterprise events.
• Collaborate with Partner Development and Enterprise Solutions teams.
• Manage communications when new courseware is released.
• Maintain LMS with exam updates, courseware, and video learning.
• Complete additional Scaled Agile projects as needed.
• Act on customer feedback to continually improve experience.

Skills

Customer service

Written communication

Proactive problem solving

Time management

Organizational skills

Independent work

Quick learning

Tools

Gmail

Google Apps

Confluence

Salesforce

Excel

Google Sheets

Customer Success tools

Job description

Scaled Agile Inc is seeking a Customer Experience Representative to deliver world-class support for our global customers and partners. You will engage with learners, manage exams, and oversee courseware distribution while contributing to a scalable, AI-assisted hiring process.

The role emphasizes proactive problem solving, clear written communication, and precise documentation. You will support a remote US-based team, working in a high-volume environment to drive customer satisfaction, NPS, and