Customer Experience Support Specialist – Temp to Perm

TodayTix Group (TTG)

. Provide direct customer support via chat, phone, and email across multiple brands .

Posted 10/8/2026contractNew York City • New York • United StatesJuniorMid-Level💰 $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support capabilities through effective communication and problem-solving skills, with a focus on improving customer experience and operational efficiency. Proficient in managing escalations and providing feedback to enhance product interactions and chatbot performance.

Highest-signal resume keywords

Customer Support ExperienceExceptional Communication SkillsBilingual Spanish ProficiencyOperational Task ExecutionFeedback and Improvement Identification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportEscalation ManagementFeedback AnalysisKnowledge Base RefinementTicket ManagementChatbot InteractionAutomation ToolsCSAT Score MaintenanceMulti-TaskingTechnology Observation

Soft Skills

Clear ExplanationCollaborationAdaptabilityProblem-SolvingEmpathy

Tools & Technologies

Support SystemsChat PlatformsEmail Communication ToolsPhone Support Systems

Industry Keywords

Customer ExperienceTech SupportHospitality SupportAI EnthusiasmContinuous Improvement

About the role

Key responsibilities & impact

Provide direct customer support via chat, phone, and email across multiple brands
Handle L1 escalations with care and sound judgment
Provide detailed feedback to improve chatbot responses, automations, and product experience
Identify trends, pain points, and improvement opportunities with the CX team and CX Support Manager
Execute operational tasks at short notice with strict deadlines
Refine macros, internal resources, and knowledge base content
Identify unclear bot responses and recurring product friction
Tailor responses, offer thoughtful solutions, and balance policy with flexibility
Manage tickets, escalations, and administrative tasks accurately and efficiently
Maintain a consistent CSAT score of 90%+

Requirements

What you’ll need

Minimum 2 years of experience in a customer-facing role, preferably in support, hospitality, or tech
Exceptional written and verbal communication skills
Ability to explain things clearly, humanely, and with the right tone
Ability to observe and describe technology and product behavior and share feedback clearly
Enthusiasm about AI and automation as tools to support customer experiences
Comfort working in support systems and juggling multiple tasks and brands without sacrificing quality
Openness to collaboration, iteration, feedback, and continuous improvement
Qualified candidates must be based in the greater NYC area
Ability to work a shift-based schedule covering 7 days per week until 8pm, with 5 working days including weekdays and weekends
Bilingual Spanish proficiency is a plus, with ability to communicate clearly and naturally in Spanish and English

Benefits

Comp & perks

Flexible work location for the rest of the week after working 1–2 days per week in the office
90-day onboarding journey with clear goals and measurable milestones
Twice-yearly performance reviews focused on impact and development
Reasonable accommodations for religious practices, mental health, or physical needs
Equal opportunity workplace committed to diversity and inclusion