Senior Customer Experience Associate

About Us
We’re building products people genuinely enjoy using. Our team values clarity, empathy, and ownership, and we believe great customer experience is a competitive advantage, not a support function. We move fast, listen closely to customers, and continuously improve how we show up for them.
The Role
As a Senior Customer Experience Associate, you’ll be a frontline expert and trusted voice for our customers. You’ll handle complex customer needs, guide less-experienced teammates, and help shape how our CX function evolves as the company grows. This role is ideal for someone who loves solving problems, spotting patterns, and turning customer feedback into real product and process improvements.
What You’ll Do
Serve as a primary point of contact for customers, handling advanced or high-impact inquiries with confidence and empathy
Resolve complex issues across product, billing, and workflow challenges, knowing when and how to escalate effectively
Act as a customer advocate internally, partnering with Product, Engineering, and Sales to drive better outcomes
Identify recurring issues, friction points, and opportunities for improvement, and help implement solutions
Contribute to and maintain help documentation, internal playbooks, and best practices
Mentor and support junior CX associates through guidance, feedback, and example
Help define and refine CX processes, SLAs, and quality standards as the team scales
Proactively follow up with customers to ensure issues are fully resolved and expectations are exceeded
What We’re Looking For
4+ years of experience in customer experience, customer support, or a similar customer-facing role
Experience supporting a SaaS or technology product, ideally in a B2B environment
Strong problem-solving skills and the ability to navigate ambiguity calmly and thoughtfully
Excellent written and verbal communication skills
Comfort working cross-functionally and influencing without formal authority
A customer-first mindset paired with sound business judgment
Experience using support tools (e.g., Zendesk, Intercom, Help Scout, CRM systems)
Ability to spot trends and think beyond individual tickets to systemic improvements
Nice to Have
Experience mentoring or onboarding new team members
Familiarity with product analytics or customer feedback tools
Exposure to startups or fast-scaling teams
Experience contributing to process design or operational improvements
Why You’ll Love Working Here
Real ownership and influence over the customer experience
A collaborative, low-ego team that values thoughtful input
Opportunities to grow into lead, specialist, or CX operations roles
Competitive compensation and benefits
A culture that values quality, empathy, and continuous improvement