Customer Experience Associate

About the Role

We are seeking a devoted, empathetic, and thoughtful Customer Experience (CX) Associate to join our Customer Operations Team and serve as an ambassador to our customer participant base. The CX Associate is our closest link to our customers, and a critical contributor to their journey with WeaveGrid.

The person stepping into the role will be responsible for creating a stellar experience for our customers participating in our serviced utility programs. They will be directly responsible for triaging, answering, and resolving tickets, as well as summarizing and sharing feedback from customers. This will require becoming deeply familiar with both our application functionality and driver needs. This role is hybrid, with in-office days on Tuesdays and Thursdays.

As specific responsibilities, the CX Associate will

• Respond to customer inquiries and requests over email and other channels, adhering to our Customer Support guidelines and SLAs.
• Appropriately escalate specific issues, as needed, in a timely manner
• Identify and flag gaps in resources and content that would help drivers resolve problems quickly and easily
• Document issues to help Engineering and Product teams resolve specific bugs
• Gather, summarize, and share insights on customer needs, preferences, concerns, and perspectives to help improve the user experience and ensure the team’s work is maximizing value for customers
• Send email campaigns to proactively address emerging issues, program updates, or other ad hoc requests
• Process customer incentives accurately and on time, troubleshooting any payment or eligibility discrepancies as they arise
• Create and own help center articles and customer-facing content, keeping materials up to date as products, policies, and FAQs evolve

About You

• You are a customer experience professional or community lead who has served on the front lines of startup consumer products.
• You have 1-2 years of experience in Customer Operations or Customer Support.
• You love delighting the customers you support and take great pride in ensuring they are satisfied with the assistance received.

• You are familiar with translating complex technical concepts into clear, digestible explanations for non-technical users - whether that's walking a customer through how something works in detail, or writing help center content that lets customers self-serve.
• You can nimbly engage with users while effectively advocating for new features inspired by their feedback. In managing a backlog of user tickets, you identify common issues to be prioritized and addressed through platform content and product enhancements.
• You keep a close eye on indicators of user satisfaction, including CSAT, ticket response, and resolution times. You focus relentlessly on actions that provide the highest leverage for keeping users happy.

You are considerate, enthusiastic, and precise in your communications. You are determined and methodical when investigating issues - a sleuth constantly assembling a clear record of facts and underlying circumstances around reported issues, so that you can respond effectively and empower colleagues to do the same.

Some of the specific skills and traits you bring include

• Familiarity with common customer service software platforms (like Zendesk) and common productivity tools (Gdocs, JIRA, etc.)
• Passion for helping users
• Clear and succinct communication skills with technical concepts
• Strong organization and structure in your work
• Basic proficiency in standard tools for data entry and tracking (like Excel / Gsheets)
• Experience with AI tools or agents is a nice-to-have
• Comfort working under conditions of ambiguity and loosely defined requirements, which can be common in the startup environment
• A deep hunger for ongoing learning and personal growth
• A passion for decarbonization and reducing global climate risk

Pay and benefits

The total compensation for this opportunity includes a base salary range of $70,000 - $82,000 plus equity (stock options) and benefits. This is our target compensation range and is subject to multiple factors including role, level, experience, skill, and location. As you go through our interview process, our recruiter will work with you to identify a competitive base salary within the proposed range and combine it with an equity package to get you excited about your future at WeaveGrid.