Senior CX Specialist: Escalations & Process

Socket.dev

Draper (UT)

Hybrid

USD 70,000 - 98,000

Full time

5 days ago
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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.

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