Senior CX Specialist — Hybrid, Escalations & Process Leader

ADP, Inc.; Draper (UT); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

PTO and paid holidays

401k employer match

Exclusive Team Member discount 50%

Team member warehouse sales

Beautiful office space

Job summary

Studio McGee, Inc. is seeking an Advanced Customer Experience Specialist in Draper, UT. The role is hybrid on-site at the Studio McGee HQ and reports to the Director of Customer Experience.

This position requires a self-starter with ownership and a track record of solving complex cases. You will shape the customer journey, surface data-driven insights, and implement improvements while serving as a trusted escalation owner and mentor to junior associates.

Qualifications

• 3+ years of customer experience or support experience.
• Experience designing customer-facing operations reflecting brand standards.
• Strong written and verbal communication.
• Ability to handle difficult conversations and escalations independently.
• Familiarity with SOPs and knowledge bases.

Responsibilities

• Serve as the team's primary point of contact for inbound escalations through all communication channels, handling complex or sensitive customer calls with composure, accuracy, and brand consistency
• Operate as the team's highest-output performer, moving through a high volume of tickets quickly, accurately, and without friction, while maintaining the quality standard others are measured against
• Support the Senior Team Lead on projects, process improvements, cross-functional initiatives, and maintenance of CX documentation, including SOPs, policy guides, and training materials
• Act as Senior Team Lead backup during periods of absence, maintaining team accountability, QA rhythm, and escalation authority
• Co-monitor, co-audit and contribute to the team's weekly QA cycle, including agent-specific coaching notes, against QA thresholds and flag patterns that require formal review
• Identify workflow inefficiencies and surface recommendations to the Director and Sr. Team Lead
• Proactively surface customer feedback, recurring issues, and service gaps to team leadership; this team is expected to be a source of continuous insight, not just resolution.

Skills

Customer experience

Communication

Problem solving

Escalation management

Cross-functional collaboration

Tools

Intercom

Shopify

NetSuite

Job description

Studio McGee, Inc. is seeking an Advanced Customer Experience Specialist in Draper, UT. The role is hybrid on-site at the Studio McGee HQ and reports to the Director of Customer Experience.

This position requires a self-starter with ownership and a track record of solving complex cases. You will shape the customer journey, surface data-driven insights, and implement improvements while serving as a trusted escalation owner and mentor to junior associates.