Subject Matter Expert (Temporary Contract)

IntouchCX; Mesa (AZ); On-site; USD 52,000 - 72,000; Full time

Job summary

IntouchCX in Mesa, AZ is seeking a Subject Matter Expert (CSR2) on a temporary 90-day contract to guide our Customer Service Representatives and ensure high-quality customer interactions.

The role emphasizes coaching, performance feedback, process knowledge, and strong communication; you will collaborate with clients and leadership to promote excellence while adapting to change and shifting schedules.

Qualifications

• High school diploma or equivalent required.
• 2+ years in call center or customer service experience.
• Coaching and mentoring experience is preferred.
• Knowledge of call center systems, ACD/IVR and performance metrics.
• Strong communication and MS Office skills (Word, Excel and PowerPoint).

Responsibilities

• Provide frontline direction to CSRs and ensure quality service in every customer interaction.
• Coach and mentor team members; administer feedback and training needs.
• Represent client partners and learn brand knowledge and promotions.
• Perform other duties as assigned.
• Work varied shifts including days, evenings and holidays.

Skills

Communication

Leadership

Coaching and mentoring

Analytical thinking

Problem solving

Flexible shifts

Typing 30 WPM

Adaptability

Time management

Customer service experience

Education

High school diploma or equivalent

Tools

MS Office (Word, Excel, PowerPoint)

Job description

Subject Matter Expert (Temporary Contract)

Mesa, AZ, USA

Job Description

Posted Friday, July 24, 2026 at 8:00 a.m.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Subject Matter Expert (CSR2) plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction.

This is a temporary 90-day contract position.

Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes

Be advocates and role models for our CSRs

Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs

Perform other duties as assigned

High school diploma or equivalent (required)

2+ years experience in the call center and/or customer service industry

Experience in coaching and mentoring

Knowledge of call center systems, ACD/IVR and performance statistics

Ability to work a variety of shifts, including days, evenings, and holidays

Superior communication skills: Listening, verbal and written

Skills in MS Office programs (Word, Excel and PowerPoint)

Ability to type 30 WPM with accuracy

Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations

Ability to build rapport with clients and interact with team members at various position levels

Engaging and successful communicator, speaker, and facilitator

Ability to develop employees through positive motivation

Strong analytical, problem solving and decision-making skills

Comfort with technology and frequent technological change

Adaptable to change and innovation

Act as a role model and exemplify behaviors in line with our cultural values

Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner

IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age , or any other characteristic protected by law.

Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

U.S Department of Labor Posters

• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)