Agent Experience Specialist

Bob's Discount Furniture

. Work cross-functionally within Customer Support and across partnering departments to improve the overall agent experience and customer satisfaction.

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $19 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in analyzing Customer Support KPI data to identify operational improvements and enhance agent productivity. Proficient in process mapping, documentation, and advocating for customer and agent experience.

Highest-signal resume keywords

Customer Support ExperienceKPI AnalysisProcess MappingZendesk ProficiencyOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI AnalysisProcess MappingWorkflow DocumentationOperational ImprovementAgent Tool Optimization

Soft Skills

Detail-OrientedSelf-MotivatedProactiveStrong PrioritizationExcellent Organizational Skills

Tools & Technologies

ZendeskBobdesk

Industry Keywords

Customer SatisfactionAgent ExperienceContinuous ImprovementTraining CollaborationProductivity Enhancement

About the role

Key responsibilities & impact

Work cross-functionally within Customer Support and across partnering departments to improve the overall agent experience and customer satisfaction.
Identify trends and analyze Customer Support KPI data to identify operational improvement opportunities.
Recommend process and system improvements across agent tools, training, workflows, and platforms such as Zendesk and Bobdesk.
Review processes and procedures to reduce friction and enhance productivity.
Assist with process mapping and documentation of current and proposed workflows.
Identify, design, and optimize agent tools to improve productivity and KPIs including FCR, NPS, and inquiry resolution.
Partner with training teams to ensure agents have required knowledge and improve learning content and structure.
Collaborate with Customer Support, Training, Operations, Product, and other departments to implement improvements.
Advocate for customer and agent experience and keep the agent perspective central in continuous improvement initiatives.

Requirements

What you’ll need

Minimum 3 years of experience in a Customer Support discipline.
High School Diploma or equivalent.
Strong ability to prioritize, meet deadlines, and manage changing priorities.
Excellent organizational skills and ability to manage multiple initiatives.
Demonstrated commitment to world-class customer and agent experience.
Detail-oriented with the ability to balance precision with big-picture thinking.
Self-motivated and proactive.
Ability to lift up to 30 pounds.
Prolonged periods working on a computer.
Computer literacy and comfort with technology platforms (Zendesk, Bobdesk, etc.).
Ability to work independently with shifting priorities and deadlines.
Detail-oriented and committed to accuracy in documentation and workflow mapping.
Strong organizational skills; able to juggle multiple priorities.

Benefits

Comp & perks

Competitive Medical, Dental, and Vision Insurance
Generous paid time off (vacation, sick time, personal days, holidays, and your birthday!)
401(k) Profit Sharing Plan with a generous match
Pet Insurance & employer-paid Life Insurance
Tuition reimbursement, on-demand learning, and career development pathways
Employee discount from Day 1 + exclusive partner discounts