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Scaled Agile, Inc.

Customer Experience Representative

Scaled Agile, Inc.

. Provide front-line support to customers and partners through online channels, phone, and events.

Posted 10/9/2026full-timeRemote • Colorado • United StatesJuniorMid-Level💰 $20 - $26 per hourWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates strong customer support capabilities with a focus on enhancing customer experience through effective communication, problem-solving, and organizational skills. Proficient in managing customer inquiries and utilizing office productivity tools to support training and certification processes.

Highest-signal resume keywords
Customer Support ExperienceOffice Productivity Tools ProficiencyProblem-Solving SkillsOrganizational SkillsTime Management Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer SupportScaled Agile Community Platform TrainingLMS ManagementMicrosoft ExcelGoogle SheetsSalesforceVlookupsFormulasPivot TablesKey Performance Indicators
Soft Skills
Clear CommunicationAttention to DetailProactive Problem SolvingIndependenceTask Prioritization
Tools & Technologies
GmailGoogle AppsConfluenceCustomer Success ToolsCertification Management Systems
Industry Keywords
Learning OrganizationsService OrganizationsMembership Business ModelCertification Business ModelCustomer SatisfactionNet Promoter ScoreCustomer Effort Score

About the role

Key responsibilities & impact
  • Provide front-line support to customers and partners through online channels, phone, and events.
  • Respond to customer inquiries via phone and the tiered support case management system.
  • Train members on Scaled Agile’s Community Platform.
  • Schedule exams, manage surveys, handle certification results, and follow up with students.
  • Coordinate and distribute licensed courseware purchases.
  • Enhance and document Scaled Agile Customer operations processes.
  • Support Scaled Agile training classes and events.
  • Collaborate with Partner Development and Enterprise Solutions teams to improve partner and enterprise customer experience.
  • Manage communications and distribution when new courseware is released.
  • Maintain the LMS with exam updates, courseware, and video learning.
  • Complete additional Scaled Agile projects as needed.
  • Review and act on customer feedback to continuously improve customer experience.

Requirements

What you’ll need
  • 2+ years of experience in customer support, ideally in Learning or Service organizations with a membership or certification business model.
  • Comfortable using your own judgment and being proactive to resolve member issues.
  • Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, Salesforce, Customer Success tools/solutions).
  • Knowledge of Microsoft Excel and Google Sheets (Vlookups, Formulas, Pivot Tables, etc.).
  • Familiarity with Salesforce is a plus.
  • Must excel in a high-volume environment, meeting Key Performance Indicators to drive improvements in Customer Satisfaction, Net Promoter Score, and Customer Effort Scores.
  • Strong problem-solving skills with creative approaches.
  • Clear, concise, and engaging written communication style.
  • Superb organizational skills, with a strong attention to detail, deadline-driven, and punctual.
  • Ability to work independently while also knowing when to ask for help, direction, or clarification.
  • Skill in identifying problems and exploring potential solutions that can be clearly presented to customers.
  • Effective time management skills, with the ability to prioritize tasks, meet deadlines, and provide superior customer service.
  • Must work from a home office in the United States.
  • Ability to work one of the required support coverage schedules: 10 AM–7 PM EST, 9 AM–6 PM CST, or 8 AM–5 PM MST.

Benefits

Comp & perks
  • medical insurance
  • dental insurance
  • vision insurance
  • optional insurance products
  • 401K with a match
  • flexible paid time off
  • company-paid sabbatical after seven years of service
  • bonus plan
  • equity options
  • Personal development and growth opportunities