Senior CX Specialist: Escalations & Process

Socket.dev; Draper (UT); Hybrid; USD 70,000 - 98,000; Full time

Benefits offered by this job

Hybrid work

Bonuses

Health benefits

PTO & holidays

401k match

Employee discounts

Growth opportunities

Job summary

Studio McGee, Inc. is seeking an Advanced Customer Experience Specialist for its hybrid role in Draper, UT. You will manage high-stakes escalations, own the customer journey, and drive improvements with ownership and leadership presence.

You will collaborate with the CX team to maintain brand standards across digital and in-store touchpoints, coach junior colleagues, and support SOPs and documentation while working a demanding schedule during peak promotions.

Qualifications

• 3+ years in customer experience or support with increasing responsibility.
• Experience designing customer-facing operations reflecting brand standards.
• Ability to guide escalations and coach others to improve outcomes.

Responsibilities

• Serve as primary contact for inbound escalations across channels with calm, accurate responses.
• Maintain high output while ensuring quality in a fast-paced ticket environment.
• Support Senior Team Lead on CX projects and SOP/documentation.
• Act as Senior Team Lead backup during absences.
• Co-monitor and audit weekly QA, providing coaching notes.
• Identify workflow inefficiencies and surface improvements to leadership.
• Surface customer feedback and service gaps for continuous improvement.

Skills

Communication skills

Organizational skills

Written communication

Critical thinking

AI-assisted support

SOPs & policy docs

Escalation management

CX experience

Tools

Intercom

Shopify

NetSuite

Job description

Studio McGee, Inc. is seeking an Advanced Customer Experience Specialist for its hybrid role in Draper, UT. You will manage high-stakes escalations, own the customer journey, and drive improvements with ownership and leadership presence.

You will collaborate with the CX team to maintain brand standards across digital and in-store touchpoints, coach junior colleagues, and support SOPs and documentation while working a demanding schedule during peak promotions.