Agent Experience Specialist (Open to Remote)

The Agent Experience Specialist works cross-functionally within Customer Support and across partnering departments to improve the overall agent experience with the direct goal of enhancing customer satisfaction. This role identifies trends, analyzes data, and recommends process and system improvements across agent tools, training, workflows, and platforms (e.g., Zendesk, Bobdesk).

This position requires strong analytical skills, collaboration, and an ability to understand frontline agent challenges, ultimately designing solutions that improve productivity, accuracy, and agent-driven KPIs such as First Contact Resolution (FCR), NPS, and Inquiry Resolved. As a member of the Customer Support team, a positive attitude and a passion for helping internal and external customers is essential.