Remote Customer Experience Architect

Placements24; Midrand; Hybrid; ZAR 300,000 - 520,000; Full time

Benefits offered by this job

Health benefits

Flexible hours

Remote work setup support

Professional development

Job summary

WhatJobs Direct seeks a remote Customer Experience Specialist to join our fully remote team. You will shape the customer journey for a diverse client base and work with product, marketing and support to ensure cohesive experiences.

The role requires analytical thinking, strong communication, and a proactive approach to improve satisfaction and retention in a remote-first environment with flexibility and development opportunities.

Qualifications

• Proven experience in customer experience or success roles, preferably remote.
• Strong understanding of customer journey mapping and UX principles.
• Excellent analytical, problem-solving and communication skills.
• Proficiency with CRM systems and customer feedback tools.
• Ability to work independently in a remote environment.

Responsibilities

• Analyze customer feedback and data to identify areas for experience improvement.
• Develop and implement strategies to enhance the customer journey.
• Collaborate with product, marketing, and support to ensure a cohesive experience.
• Create and maintain customer-facing documentation and resources.
• Respond to inquiries and provide multi-channel support.
• Address escalations with empathy and efficiency.
• Identify opportunities to improve satisfaction and retention.
• Monitor CX metrics and report insights.
• Contribute to customer service policies and best practices.

Skills

Customer journey mapping

Analytical thinking

Communication skills

Remote work experience

Problem solving

Education

Bachelor's degree

Tools

CRM software

Feedback tools

Job description

WhatJobs Direct seeks a remote Customer Experience Specialist to join our fully remote team. You will shape the customer journey for a diverse client base and work with product, marketing and support to ensure cohesive experiences.

The role requires analytical thinking, strong communication, and a proactive approach to improve satisfaction and retention in a remote-first environment with flexibility and development opportunities.