Subscriber Experience Lead — Customer Service & Insights

The Economist Group; United States; Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Private health insurance

401(k) plan—pension

Work From Anywhere (25 days/year)

Parental leave

Volunteer days

Moving home days

Free The Economist content

Job summary

The Economist Group is seeking a Customer Service Executive to support the Customer Service Manager in day-to-day operations, handling escalations and KPI reporting. You will collaborate with outsourced partners, coordinate training and policy documentation, and help manage budgets.

The role involves working across teams, improving self-serve options and maintaining brand-aligned communications. Ideal candidates will have strong customer service experience, excellent communication skills, and

Qualifications

• Experience in a customer service centre or managing customer processes and communications.
• Experience writing documents, policies or communications to a high standard.
• Excellent written and verbal communication skills.
• Ideally knowledge of the Salesforce system.
• Excellent interpersonal and customer service skills.
• Detail-oriented and results focused.
• Excellent organisational skills and ability to handle multiple projects.

Responsibilities

• Work with outsourced customer service partners to ensure subscription service exceeds expectations.
• Act as first point of contact for customer service issues and escalate as needed.
• Collaborate with Product team to proactively manage technical problems and minimize impact on subscribers.
• Ensure staff have training, tools and information to handle queries.
• Maintain customer service policy guidelines and documentation.
• Monitor customer service KPIs and SLA performance.
• Support reporting on customer satisfaction and NPS.
• Assist with customer feedback channels and drive process improvements.
• Support budgets and expenditure for customer service.
• Collaborate with Customer Operations to improve e-care and self-serve options.
• Travel to Customer Engagement Centres as required.

Skills

Customer service

Customer-facing tech

Policy writing

Communication

Salesforce

Excel

PowerPoint

Time management

Tools

Salesforce

Excel

PowerPoint

Job description

The Economist Group is seeking a Customer Service Executive to support the Customer Service Manager in day-to-day operations, handling escalations and KPI reporting. You will collaborate with outsourced partners, coordinate training and policy documentation, and help manage budgets.

The role involves working across teams, improving self-serve options and maintaining brand-aligned communications. Ideal candidates will have strong customer service experience, excellent communication skills, and