Job Description
Customer Service Jobs. Peach Tech Jobs
Key Responsibilities
- Specifically, the Senior CX Associate at Peach can expect to undertake the below listed tasks and activities:
- Ensuring customer satisfaction, especially in challenging situations
- Handle the customer cases that need extra attention the ones that are tricky, urgent, or need coordination across teams
- Notice when the same issues keep popping up and bring it up to our team so we can do something about it.
- Make sure customer feedback actually reaches the people who can act on it
Driving Process Improvement
- Work with the CX Manager and QA Lead to find what’s not working and fix it.
- Help audit how we’re talking to customers, are we professional? Accurate? Actually helpful?
- Maintain our playbooks, scripts, and guides that help the team do their jobs well
- Partner with Sales, Product, and Marketing to turn customer feedback into real improvements.
- Run small pilot projects with collaboration from the CX Manager and QA lead to figure out what works before we scale it.
Bridging Customer Experience and Sales
- Work with the Sales, Marketing, and QA teams to make sure we’re qualifying leads properly before handing them off.
- Help refine how we score leads so we’re focusing on the right opportunities.
- Keep our CRM clean and accurate (yes, we know it’s tedious, but it matters).
- Share insights on what’s working and what’s not in the lead qualification process.
Supporting Team Growth and Development
- Help onboard and train new CX Associates and interns
- Manage schedules so we have coverage when we need it
- Coach people to get better at their jobs, and celebrate when they do
Driving Action Through Data
- Track the metrics that matter: lead quality, response times, QA scores, customer sentiment
- Define reports that actually make sense
- Use what you learn to recommend changes that will make a differenceKey Responsibilities
- Specifically, the Senior CX Associate at Peach can expect to undertake the below listed
Tasks and activities:
- Ensuring customer satisfaction, especially in challenging situations
- Handle the customer cases that need extra attention the ones that are tricky, urgent, or need coordination across teams
- Notice when the same issues keep popping up and bring it up to our team so we can do something about it.
- Make sure customer feedback actually reaches the people who can act on it
- Driving Process Improvement
- Work with the CX Manager and QA Lead to find what’s not working and fix it.
- Help audit how we’re talking to customers, are we professional? Accurate? Actually helpful?
- Maintain our playbooks, scripts, and guides that help the team do their jobs well
- Partner with Sales, Product, and Marketing to turn customer feedback into real improvements.
- Run small pilot projects with collaboration from the CX Manager and QA lead to figure out what works before we scale it.
- Use what you learn to recommend changes that will make a difference
How to Apply
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