CAIA Association

Customer Support

• Lead, develop, and manage the Customer Experience team
• Set service standards, priorities, performance expectations, escalation paths, and customer-experience measures
• Operationalize CAIA’s Candidate and Member experience strategy across the customer journey
• Serve as an escalation point for complex Candidate and Member questions and issues
• Coordinate with internal teams to resolve customer issues
• Support proactive outreach around important Candidate and Member journey moments
• Strengthen onboarding experiences and clarify next steps for Candidates and Members
• Identify recurring questions, pain points, and friction and address underlying causes
• Maintain and improve knowledge resources, support materials, templates, FAQs, and service tools
• Identify opportunities for self-service, automation, technology, and AI to improve customer experience
• Assess service interactions and customer feedback to improve processes and experiences
• Participate in lifecycle campaign planning and execution across prospect, Candidate, and Member journeys
• Improve registration, exam, program progression, membership, and renewal journeys
• Edit and contribute copy and content for email, web, resources, campaigns, and marketing communications
• Bring customer insights into campaign, content, communications, and audience planning
• Participate in campaign testing and optimization
• Partner with digital marketing on customer web experience improvements
• Contribute to audience intelligence by identifying patterns in behavior, questions, feedback, and service interactions
• Collaborate across Marketing, Operations, IT, Educational Programs, and Community
• Report to the Director of Content Marketing and Brand Strategy

Explore Senior Manager, Customer Experience at CAIA Association. Review requirements and application details.

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Senior Manager, Customer Experience