Customer Experience Representative

Scaled Agile, Inc. (SAI) is a global training and enablement platform helping enterprises thrive amid rapid change and AI-driven work. Through SAFe, the world's most trusted system for enterprise agility, and a growing portfolio of AI education programs, we serve a 400+ partner network and 2 million+ trained professionals worldwide.

If you are ready to scale your career, read on!

As a new member of our fun and collaborative Customer Experience team (we are not a call center), you will play a direct role in helping our global customers and partners achieve their goals of successfully implementing Agile at Scale, SAFe Collaborate, AI Native and Learning and Certifying in SAFe.

As a Customer Experience Representative, you are dedicated to providing world-class support to both internal and external customers, and you will be an integral part of our ongoing success. We offer numerous opportunities for personal development and growth as the company continues to expand and develop globally.

What you'll be doing:

• Providing front-line support to customers and partners through online channels, phone, our tiered support case management system, and events, responding promptly and courteously.
• Training members on Scaled Agile''s Community Platform.
• Scheduling exams, managing surveys, handling certification results, and following up with students.
• Coordinating and distributing licensed courseware purchases, and managing communications and distribution when new courseware is released.
• Maintaining the LMS (Learning Management System) with exam updates, courseware, and video learning.
• Supporting Scaled Agile training classes and events.
• Collaborating with the Scaled Agile Partner Development and Enterprise Solutions teams to improve the partner and enterprise customer experience.
• Improving customer operations by documenting processes and by reviewing and acting on customer feedback.
• Completing additional Scaled Agile projects as needed by the business.

What you bring to the table:

• 2+ years of experience in customer support, ideally in Learning or Service organizations with a membership or certification business model.
• Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, Customer Success tools/solutions), including Microsoft Excel and Google Sheets (VLOOKUPs, formulas, pivot tables, etc.). Familiarity with Salesforce is a plus.
• Ability to excel in a high-volume environment, meeting Key Performance Indicators to drive improvements in Customer Satisfaction, Net Promoter Score, and Customer Effort Scores.
• Sound judgment and a proactive approach: you work independently, know when to ask for help, direction, or clarification, and are skilled at identifying problems and presenting creative solutions clearly to customers.
• Superb organizational and time management skills, with strong attention to detail and the ability to prioritize tasks and meet deadlines.
• Clear, concise, and engaging written communication style.

Location: This is a US based remote role where you will support customers from your home office.

Working hours:

The required support coverage is one of the following US time zones:

• 10 AM to 7 PM Eastern
• 9 AM to 6 PM Central
• 8 AM to 5 PM Mountain

Compensation:

Scaled Agile is committed to fair and equitable compensation practices. The target compensation range is $20.00 - $26.00 an hour, non-exempt ($43,000 - $55,000 annually). Compensation is based on a variety of factors, including a candidate's relevant experience, skills, and certifications.

Employees of Scaled Agile are also compensated with a competitive benefits package including medical, dental, vision, optional insurance products, 401K with a match, flexible paid time off, company-paid sabbatical after seven years of service, bonus plan, and equity options.

We Welcome All:

Scaled Agile Inc (SAI) is an Equal Opportunity Employer committed to a diverse and inclusive work environment.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other classification protected by law.

AI Use:

At SAI we use technology, including artificial intelligence (AI), to support our recruiters in streamlining our hiring process. You can rest easy knowing that an actual human reviews your qualifications, compares it to the needs of each open role, and makes recommendations regarding your candidacy. Throughout the process decisions are made my people, not AI.

Application Acceptance Timeline:

We will accept applications for this position for an undetermined amount of time/ ongoing basis.

We encourage you to apply as soon as possible.

Work Differently. Build the Future.