Senior Customer Experience Associate

Mega; Ponte Vedra Beach (FL); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation

Opportunities for professional growth

Job summary

Mega is seeking a Senior Customer Experience Associate based in Ponte Vedra Beach, Florida. This role entails resolving complex customer inquiries and enhancing the customer experience by being a trusted advocate. The ideal candidate will possess over 4 years of experience in customer support, preferably in SaaS, and showcase strong problem-solving and communication skills.

In this role, you will contribute to continuous improvement in processes while mentoring junior team members. Mega offers a collaborative environment and competitive benefits.

Qualifications

• 4+ years of experience in customer experience or support roles.
• Experience in technology product support in B2B environments.
• Ability to navigate issues thoughtfully.

Responsibilities

• Serve as a primary point of contact for customers.
• Resolve complex issues confidently and empathetically.
• Act as a customer advocate internally.
• Identify recurring issues and help implement solutions.
• Mentor and support junior associates.
• Proactively follow up with customers.

Skills

Problem-solving skills

Communication skills

Customer-first mindset

SaaS product support

Tools

CRM systems

Zendesk

Job description

About Us

We’re building products people genuinely enjoy using. Our team values clarity, empathy, and ownership, and we believe great customer experience is a competitive advantage, not a support function. We move fast, listen closely to customers, and continuously improve how we show up for them.

The Role

As a Senior Customer Experience Associate, you’ll be a frontline expert and trusted voice for our customers. You’ll handle complex customer needs, guide less-experienced teammates, and help shape how our CX function evolves as the company grows. This role is ideal for someone who loves solving problems, spotting patterns, and turning customer feedback into real product and process improvements.

What You’ll Do

• Serve as a primary point of contact for customers, handling advanced or high-impact inquiries with confidence and empathy
• Resolve complex issues across product, billing, and workflow challenges, knowing when and how to elevate effectively
• Act as a customer advocate internally, partnering with Product, Engineering, and Sales to drive better outcomes
• Identify recurring issues, friction points, and opportunities for improvement, and help implement solutions
• Contribute to and maintain help documentation, internal playbooks, and best practices
• Mentor and support junior CX associates through guidance, feedback, and example
• Help define and refine CX processes, SLAs, and quality standards as the team scales
• Proactively follow up with customers to ensure issues are fully resolved and expectations are exceeded

What We’re Looking For

• 4+ years of experience in customer experience, customer support, or a similar customer-facing role
• Experience supporting a SaaS or technology product, ideally in a B2B environment
• Strong problem‑solving skills and the ability to navigate ambiguity calmly and thoughtfully
• Excellent written and verbal communication skills
• Comfort working cross‑functionally and influencing without formal authority
• A customer‑first mindset paired with sound business judgment
• Experience using support tools (e.g., Zendesk, Intercom, Help Scout, CRM systems)
• Ability to spot trends and think beyond individual tickets to systemic improvements

Nice to Have

• Experience mentoring or onboarding new team members
• Familiarity with product analytics or customer feedback tools
• Exposure to startups or fast‑scaling teams
• Experience contributing to process design or operational improvements

Why You’ll Love Working Here

• Real ownership and influence over the customer experience
• A collaborative, low‑ego team that values thoughtful input
• Opportunities to grow into lead, specialist, or CX operations roles
• Competitive compensation and benefits
• A culture that values quality, empathy, and continuous improvement