Customer Experience & Strategy Specialist
Core
Serve as an expert to create recommendations on agent tools and processes, test new workflows, and provide feedback to leadership to improve the holistic customer and agent experience across Wireless and PayTV lines of business.
Role type
Customer Experience & Strategy Specialist (IC)
Builds
Agent-facing tools, processes, and workflows for Boost Mobile, DISH TV, OnTech, and Sling TV
Domain
Telecommunications / Satellite TV / Customer Operations
Deliverable
product features
Required skills
Live customer interaction (phone/chat), Generative AI platforms, Data categorization, Sentiment analysis, Process validation, Problem formulation
Preferred skills
Telecommunications or satellite TV experience, Microsoft Office/G-Suite, Rapid experimentation
Technologies
Generative AI platforms, ChatGPT, Claude, Gemini, Microsoft Office, G-Suite
Responsibilities
Maintain 20hrs/month of live customer interactions via phone and chat; Utilize and evaluate AI-driven support tools; Execute end-to-end validation of tool and process enhancements; Facilitate immersive customer journey observations for leadership; Transform front-line observations into data-backed recommendations; Act as SME for Wireless and PayTV operations
Seniority
Individual Contributor, 2+ years experience