Customer Experience Representative

Scaled Agile, Inc.

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

Posted 10/12/2026full-timeRemote • Colorado • United StatesJuniorMid-Level💰 $20 - $26 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on Learning Management Systems and certification processes. Proficient in office productivity tools and excels in high-volume environments while maintaining attention to detail and effective communication.

Highest-signal resume keywords

Customer Support ExperienceLearning Management System MaintenanceOffice Productivity Tools ProficiencyOrganizational SkillsAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportLearning Management SystemMicrosoft ExcelGoogle SheetsVLOOKUPFormulasPivot TablesSalesforce Familiarity

Soft Skills

Proactive ApproachProblem IdentificationCreative SolutionsTime ManagementWritten Communication

Tools & Technologies

GmailGoogle AppsConfluenceCustomer Success Tools

Industry Keywords

Membership Business ModelCertification Business ModelPartner DevelopmentEnterprise Solutions

About the role

Key responsibilities & impact

Provide front-line support to customers and partners through online channels, phone, tiered support case management system, and events
Respond promptly and courteously to customer and partner inquiries
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
Manage communications and distribution when new courseware is released
Maintain the Learning Management System with exam updates, courseware, and video learning
Support Scaled Agile training classes and events
Collaborate with Partner Development and Enterprise Solutions teams to improve partner and enterprise customer experience
Document processes and review and act on customer feedback to improve customer operations
Complete additional Scaled Agile projects as needed by the business

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
Strong proficiency in office productivity tools (Gmail, Google Apps, Confluence, Customer Success tools/solutions)
Proficiency with Microsoft Excel and Google Sheets, including VLOOKUPs, formulas, and pivot tables
Familiarity with Salesforce is a plus
Ability to excel in a high-volume environment and meet Key Performance Indicators
Ability to work one of the required US support coverage time zones: 10 AM to 7 PM Eastern, 9 AM to 6 PM Central, or 8 AM to 5 PM Mountain
Sound judgment and a proactive approach
Ability to work independently and identify problems and present creative solutions
Superb organizational and time management skills
Strong attention to detail and ability to prioritize tasks and meet deadlines
Clear, concise, and engaging written communication style

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
Opportunities for personal development and growth
Remote work from a home office