Senior CX Specialist — Hybrid | Elevate the Customer Experience

Studio McGee; Draper (UT); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

PTO and paid holidays

401k employer match up to 4%

Exclusive team member discount at mcge

Hybrid on-site office in Draper

Team Member warehouse sales

Job summary

Studio McGee is seeking an Advanced Customer Experience Specialist for our Draper, UT hybrid office. This role handles complex escalations, collaborates across the CX team, and drives ongoing improvements to the customer journey with ownership and leadership by example.

You will own high-volume ticket resolution, contribute to SOPs and training materials, and partner with cross-functional teams to surface insights that enhance the customer experience during peak promotional periods and everyday

Qualifications

• 3+ years of customer experience or support experience.
• Strong understanding of sales principles and customer service practices.
• Experience with CX platforms including Intercom, Shopify, and NetSuite preferred.
• Excellent written and verbal communication.
• Ability to handle difficult conversations and complex escalations.

Responsibilities

• Serve as the team's primary point of contact for inbound escalations across channels.
• Handle a high volume of tickets quickly, accurately, and consistently with the brand.
• Support Senior Team Lead on projects, SOPs, policy guides, and training materials.
• Act as Senior Team Lead backup during absences and maintain QA rhythm.
• Co-monitor and audit the weekly QA cycle and surface patterns for review.
• Identify workflow inefficiencies and surface improvement recommendations to leadership.
• Surface customer feedback and gaps to drive continuous improvements.

Skills

Customer experience

Escalation handling

Communication

Tools

Intercom

Shopify

NetSuite

Job description

Studio McGee is seeking an Advanced Customer Experience Specialist for our Draper, UT hybrid office. This role handles complex escalations, collaborates across the CX team, and drives ongoing improvements to the customer journey with ownership and leadership by example.

You will own high-volume ticket resolution, contribute to SOPs and training materials, and partner with cross-functional teams to surface insights that enhance the customer experience during peak promotional periods and everyday