Senior SME — CX Operations & Knowledge Leader

Mass Markets; Wichita (KS); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Career Growth Opportunities

Fun, Engaging Work Environment

Casual Dress Code

Job summary

A leading customer service company in Wichita, Kansas, is seeking a Subject Matter Expert (SME) to provide in-depth support for complex customer inquiries. The SME will oversee operational standards, collaborate with teams, and ensure consistency in service delivery. Candidates should have 3 years of operations experience, strong analytical skills, and an ability to navigate ambiguity. This role offers development opportunities as part of a commitment to internal promotions and a supportive work environment.

Qualifications

• 3 years of operations experience with deep process knowledge.
• Proven ability to resolve high-level escalations and navigate ambiguity.
• Experience developing SOPs or knowledge base content.

Responsibilities

• Provide in-depth support for complex or escalated customer inquiries.
• Collaborate closely with the Quality and Training teams.
• Oversee the accuracy of knowledge documentation.

Skills

Operations experience

Analytical abilities

Cross-functional collaboration

Job description

A leading customer service company in Wichita, Kansas, is seeking a Subject Matter Expert (SME) to provide in-depth support for complex customer inquiries. The SME will oversee operational standards, collaborate with teams, and ensure consistency in service delivery. Candidates should have 3 years of operations experience, strong analytical skills, and an ability to navigate ambiguity. This role offers development opportunities as part of a commitment to internal promotions and a supportive work environment.