Senior Customer Experience Associate

TL;DR

Senior Customer Experience Associate (Assistive Tech): Handling escalations, guiding customers and teams through the customer journey, and driving process improvements with an accent on operational efficiency and cross-functional collaboration. Focus on optimizing workflows, developing internal tools, and ensuring seamless pre-sale and order management experiences.

Location: Remote from US-PA locations; candidates must be located in Eastern Time (EST) or Central (CST)

Company

World-leader in assistive communication solutions empowering people with disabilities to express themselves and connect with the world.

What you will do

• Guide customers and junior staff to resources for consistent pre-sale experiences
• Respond to complex inquiries requiring research and follow-through
• Identify and implement process improvements for order management and operations
• Provide training and coaching to teams on tools, systems, and processes
• Represent Customer Experience Team in Go-To-Market and product meetings
• Develop and maintain internal resources, tools, and best practices
• Collaborate cross-functionally to streamline workflows and resolve escalated issues

Requirements

• Bachelor's degree or equivalent experience
• 3-5 years in related position
• Attention to detail and commitment to service excellence
• Excellent written and verbal communication skills
• Strong problem resolution abilities
• Proficiency in MS Office (Excel, Word, PowerPoint) and Salesforce or similar CRM
• Ability to multitask and communicate with diverse partners
• Located in EST or CST time zones

Nice to have

• Bilingual (English/French)
• Occasional travel (1-2 times per year)

Culture & Benefits

• Dynamic global company with collaborative culture and flexibility for work-life balance
• Focus on individuality, growth, and impactful purpose
• Commitment to diversity, equality, and inclusion
• Equal opportunity employer valuing varied backgrounds and perspectives