Customer Experience Lead

Department: Customer Experience 

Reports to: Head of Sales & Support 

Location: Scottsdale, Arizona 

About Wise Pelican 

Wise Pelican is hiring a Customer Experience Lead. We want someone who treats a customer's hardest problem as their own and doesn't let go until it is actually fixed. 

You'll own escalated customer issues from first reply to verified resolution: billing and subscriptions, campaigns, mailing lists, orders and delivery, design proofs, account access, and product bugs. Most of this work lives in our shared inboxes and internal, custom built tools. You'll keep the queue honest, make sure every case has an owner and a next step, and turn what you learn into fixes that stop the same problem from coming back. 

Wise Pelican is an innovative leader in real estate marketing solutions, empowering real estate professionals with cutting-edge tools and services. As a growing company with a global workforce, we foster a dynamic, inclusive work environment that promotes growth, innovation, and collaboration. 

This is a full-time, onsite position located in Scottsdale, Arizona. 

What Will You Do? 

• Own escalated customer issues from first reply to verified resolution.
  
  
• Investigate billing, subscription, order, campaign, and account problems and give customers a clear answer and a next step.
  
  
•  Write escalation tickets Product and Engineering can act on, and stay on them until they're closed.
  
  
• Handle failed payments, cancellations, refunds, credits, and disputes within policy.
  
  
• Turn recurring problems into documented fixes, response snippets, and product feedback. 

What Big Things Will You Own? 

At First 

• Learn the product, our internal tools, billing and fulfillment systems, and how a postcard campaign gets from order to mailbox. 
• Take over the escalation queue and clear the backlog. 
•  Write down the workflows that only live in people's heads today: refunds, disputes, cancellations, suppressions, and reissued orders. 

Once You Get Your Footing

• Own the escalation function end to end, including the metrics that show customers are getting faster, more accurate answers with our internal built tooling. 
• Drive down repeat and reopened issues. 
• Build backup coverage so the queue runs when you're out, and coach teammates on escalation quality. 

Who Are You? 

• You have 4+ years in support, success, or customer operations, and you've owned escalations, not just answered tickets.
  
  
• You write clearly and warmly, and you follow through.
  
  
• You're comfortable moving between a CRM, shared inboxes, a billing platform, and fulfillment systems.
  
  
• You use sound judgment with refunds, credits, disputes, and customer data.
  
  
• You want to fix the root cause, not just close the ticket. 

Where Can You Easily Impress Us? 

• You've supported a B2B SaaS product, real estate technology, direct mail, or print and fulfillment. 
• You've worked in Stripe or another subscription billing platform. 
• You've led a support queue or built the playbooks a support team runs on.
• You can show us a recurring customer problem you found, fixed at the source, and measured. 

What's In It for You? 

Major Medical Insurance: Working at Wise Pelican gives you endorphins. Endorphins make you happy. And happy people just don't get sick. But if that does happen, we offer major medical insurance to assist with life's biggest nuisance. 

Dental & Vision Coverage: An eye for an eye. A tooth for a tooth. Talking dental and vision insurance, of course. No need for revenge when eyes and teeth are insured.

Paid Time Away: The PTA you actually want to be involved with. Employees receive three weeks of Paid Time Off, sick time, parental leave, and seven company holidays per year. 

Professional Development Stipends: “Pay me what you owe me! Don't act like you forgot! WPBHMM!” — You to Wise Pelican about fronting the bill for your professional development needs. 

401(k) at Tenure Milestone: We hope you'll want to stop working here one day. This should help.

Compensation: This role is currently benchmarked between $50,000 and $65,000 per year. Offered compensation will be based on depth of escalation experience, judgment with billing and customer data, and readiness to own the queue independently.