Customer Experience (CX) Agent Job at Phillip Jeffries Ltd (London)

Customer Experience and OTC Manager

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Doctorate degree and 2 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment OR Master’s degree and 4 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment OR Bachelor’s degree and 8 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment OR 2–4 years of people management experience, preferably in a global or shared services model
Fluent Spanish and English required
French or Portuguese proficiency is a plus
Strong experience with SAP ECC and S/4HANA, specifically within Order-to-Cash (OTC) processes

Job Responsibility

Manage day-to-day customer service and order-to-cash operations within the Amgen Colombia hub
Lead and manage daily operations of assigned customer service teams, ensuring delivery of best-in-class customer experience
Drive improvements in customer satisfaction, response times, resolution quality, and service reliability
Act as a partner concern point for complex customer issues, ensuring timely resolution and root cause mitigation
Ensure consistent execution of global GCX-OTC service models, procedures, SLAs, and critical metrics across the organization
Oversee OTC activities within scope, including customer master data, order management, customer inquiries, product and distribution complaints, and dispute resolution
Ensure adherence to global OTC processes, controls, and performance standards
Maintain audit-ready documentation and adherence to controlled SOP environments
Partner closely with Finance, Accounting, Supply Chain, Quality, Compliance, Commercial, Technology/IS, and outsource partners to resolve issues and optimize workflows
Support alignment and harmonization of service processes across commercial and digital customer channels

Fulltime

Customer Experience Enablement Manager

We are looking for a Customer Experience Enablement Manager to support our EverP...

Location

United States

Salary:

110000.00 - 120000.00 USD / Year

EverCommerce

Expiration Date

Until further notice

Requirements

Bachelor's degree or equivalent experience
5-8+ years of experience in Customer Success Enablement, Sales Enablement, Customer Success, Services/Implementation, Operations, Revenue Operations (RevOps), or related GTM/CX roles
Proven experience designing and delivering enablement programs that support customer adoption, retention, and scalable service delivery
Strong understanding of the customer lifecycle, including onboarding, adoption, renewals, expansion, support, and services
Experience partnering with CX leadership and influencing without direct authority
Ability to translate strategy into practical, scalable enablement programs for frontline CX teams
Strong program and project management, communication, and stakeholder management skills
Experience working with CX and GTM systems and tools, such as CRM platforms, enablement tools, knowledge bases, and performance reporting (e.g., Salesforce, Salesloft, Gainsight, Zendesk, Seismic, Gong, etc.)
The ideal candidate has experience in a high-growth SaaS organization and/or multi-product environments

Job Responsibility

Partner with CX leadership (Customer Success, Support, and Implementation/Services) to set enablement priorities based on customer outcomes, performance data, and operating model needs
Translate CX strategy into clear, actionable enablement programs that improve consistency, efficiency, and customer experience across all CX functions
Champion the adoption of AI-enabled tools (e.g., agents, custom GPTs) to scale enablement development, improve knowledge accessibility, and increase frontline productivity
Customer Success: Develop onboarding and role-based development that strengthens health score literacy, standardizes churn-risk identification and churn-save playbooks, and equips CSMs to plan and facilitate effective QBRs—driving adoption, renewal execution, and expansion readiness
Implementation/Services: Build brand-specific implementation playbooks, time-to-value frameworks, delivery standards, and handoff processes into CS
Support: Strengthen knowledge management, QA calibration, ticket deflection strategies, and support workflows that improve efficiency and customer satisfaction
Identify and document core competencies and skills for each CX motion to craft targeted and tailored learning journeys
Own new-hire onboarding and up-skilling for all CX roles, ensuring consistent ramp, role clarity, and readiness across Customer Success, Support, and Implementation/Services
Work with Product, Revenue Operations (RevOps), Sales Enablement, and Operations to develop playbooks, tools, workflows, and content that support CX programs and key customer lifecycle moments
Partner with Training/L&D teams to ensure programs are delivered through the right formats (live, virtual, on-demand, certifications)

What we offer

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Continued investment in your professional development
Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend
401k with up to a 4% match and immediate vesting
Flexible and generous (FTO) time-off
Employee Stock Purchase Program

Fulltime

ServiceNow Customer Experience Lead (UX)

The ServiceNow Customer Experience (UX) Lead - ITSM is responsible for shaping, ...

Location

United Kingdom , Stevenage

Salary:

Not provided

Social Value Portal Ltd

Expiration Date

Until further notice

Requirements

Strong experience working with ServiceNow ITSM (in design, product ownership, consultancy, or leadership roles).
Deep understanding of ITSM processes (ITIL-aligned) and how users interact with them.
Proven experience in customer experience design, service design, or UX within IT environments.
Ability to translate customer needs into practical platform solutions.
Strong stakeholder management skills up to senior leadership level.
Experience working in Agile / product-based delivery models.
A pragmatic, can-do, hands-on style.

Job Responsibility

Own and define the ITSM customer experience vision across Incident, Request, Problem, Change, Knowledge, and Service Catalogue.
Design, document, and optimise end-to-end service journeys using user-centred and design-thinking principles.
Ensure consistent user experience across Employee Centre, portals, virtual agents, mobile, and notifications.
Champion accessibility, usability, and simplicity across all ITSM touchpoints.
Translate UX and business requirements into ServiceNow ITSM designs, stories, and configuration standards.
Work closely with ServiceNow architects and developers to ensure solutions align with ServiceNow OOTB best practices.
Influence roadmap decisions for ITSM, Employee Centre, Knowledge Management, Virtual Agent, and AI-enabled experiences.
Govern UX standards, templates, and patterns across the platform.
Act as the primary UX advocate for ITSM with senior IT, HR, and business stakeholders.
Run workshops, journey mapping sessions, and user research activities.

Fulltime

Customer Experience Engineer

AI is reshaping how enterprises operate, and the Dynamics 365 AI Agent Deploymen...

Location

United States , Redmond

Salary:

100600.00 - 199000.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience
Ability to meet Microsoft, customer and/or government security screening requirements
This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

Job Responsibility

Independently leads customer discovery, solution design, and architecture discussions for AI agent scenarios across Dynamics 365 ERP, Power Platform, and Dataverse
Gathers requirements from customers and partners to define technical specifications, identify feature gaps, and shape solution roadmaps for AI-powered products and services
Designs and develops hands-on solutions using Power Apps, Power Automate, Copilot Studio, Dataverse, .NET, Python, and extensibility patterns to build and deliver AI-driven business processes
Writes production-quality code, builds reusable components, and contributes reference architectures for the team
Translates customer business challenges into scalable, secure AI agent architectures aligned with enterprise governance, compliance, and application lifecycle management (ALM) standards
Implements CI/CD pipelines and automated deployment workflows to ensure solution quality and production readiness
Drives customer adoption, optimization, and operational readiness for AI agents, including proof-of-concepts, pilots, and production deployments
Provides technical guidance on platform releases, AI model integration, extensibility patterns, and best practices for enterprise-grade delivery
Designs, builds, and continuously improves AI-powered agents that accelerate issue triage, troubleshooting, and resolution for enterprise support scenarios
Identifies patterns from incidents, implements automated mitigation workflows, and enables continuous learning loops that improve agent effectiveness and the overall support experience

Fulltime

Associate Manager | Customer Experience

Ramp is hiring an Associate Manager to lead the frontline of our CX team — the a...

Location

United States , New York, NY; Miami, FL; San Francisco, CA; Denver, CO; Remote (US)

Salary:

88000.00 - 132000.00 USD / Year

Ramp

Expiration Date

Until further notice

Requirements

Ability to work evenings, weekends, and some holidays
Minimum 2 years of experience in a leadership role
Minimum 3 years of experience in a customer-facing technical support role
Excellent written and verbal communication
Proven ability to deliver tailored coaching that drives individual and team growth
Ability to juggle multiple tasks through effective time management and prioritization
Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input
Comfort leading teams through fast-paced change and adopting new tools, including AI

Job Responsibility

Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results
Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly
Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance
Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements
Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work
Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership
Foster collaboration across peers and leaders — engage in and model open feedback, idea-sharing, and cross-functional problem-solving
Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience
Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities

What we offer

100% medical, dental & vision insurance coverage for you
Partially covered for your dependents
One Medical annual membership
401k (including employer match on contributions made while employed by Ramp)
Flexible PTO
Fertility HRA (up to $10,000 per year)
Parental Leave
Unlimited AI token usage
Pet insurance
Centralized home-office equipment ordering for all employees

Fulltime

Customer Experience Enablement Leader

As our customer base expands across regions and industries, we are committed to ...

Location

United States , New York

Salary:

205000.00 - 240000.00 USD / Year

Notion

Expiration Date

Until further notice

Requirements

Proven experience (8+ years) in CX enablement, support operations, or customer experience management, preferably in a high-growth SaaS, AI, or technology environment
Demonstrated success creating and scaling customer support training programs and knowledge management systems for both internal and BPO/vendor teams
Deep familiarity with CX knowledge management best practices, including content strategy, knowledge base architecture, and self-service enablement
Hands-on experience managing Learning Management Systems (LMS) and enthusiasm for leveraging new tools and AI technologies to improve team effectiveness
Strong analytical and problem-solving skills with a data-driven approach to measuring and improving core CX metrics (CSAT, time to resolution, agent productivity, etc.)
Exceptional communication, stakeholder management, and cross-functional collaboration abilities
Experience working across global offices and optimizing for cultural nuance in customer experience and training
Track record of coaching and developing high-performing teams
You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results

Job Responsibility

Lead the CX Enablement function for User Operations, setting vision and strategy for internal learning, training, knowledge management, and launch readiness across all support channels
Build and grow a high-performing team—recruit top talent, run regular 1:1s and development conversations, and establish clear role expectations and career pathing
Provide strategic guidance and support to a team of instructional designers as they deliver scalable training programs for internal and outsourced support agents, ensuring readiness across technical, billing, and account access scenarios
Oversee the development and maintenance of CX knowledge bases and playbooks, leveraging industry best practices to ensure content is accurate, up-to-date, and easily accessible
Leverage AI workflows to drive CX-wide efficiency by automating repetitive tasks, synthesizing information across documents, and streamlining operational processes
Track, report, and drive improvements in core CX metrics, tying them directly to existing enablement programs and partnering with Direct Support regional leaders and vendor operations teams to implement targeted enablement interventions
Manage sprint planning, prioritization, and the enablement budget (training, tools, contractors), driving operational excellence and making thoughtful trade-offs between strategic bets and urgent needs
Develop a framework for CX launch readiness and coach the team to execute it—defining standards, unblocking cross‑functional dependencies, and ensuring the team has the resources and support to deliver
Coach, mentor, and develop a high-performing, high-trust team, fostering a culture of collaboration, candid feedback, and operational excellence

Fulltime

Full Stack Engineer - Customer Experience

We are looking for a Full Stack Engineer to be the technical backbone of our Cus...

Location

United States , San Francisco, CA or New York, NY

Salary:

Not provided

Eight Sleep

Expiration Date

Until further notice

Requirements

5+ years of full stack engineering experience (Python, TypeScript/JavaScript, SQL)
Strong ability to work independently and unblock yourself
Experience building tools, integrations, or automation systems
Strong Product and UX sense
Ability to leverage and orchestrate AI coding assistants effectively
Strong debugging skills and the ability to dive deep into complex technical issues
Excellent communication skills to work across engineering, product, operations, and CX teams
Comfort with ambiguity and the ability to define structure in a fast-moving environment

Job Responsibility

Create the integrations, AI tools, and MCP servers that give our AI agents secure, scope access to the tools needed to ensure customers have a world class experience
Own the design and development of AI systems and tools that find and fix issues for customers
Develop monitoring systems and dashboards to track AI performance and surface insights about customer issues
Identify automation opportunities across the support team's troubleshooting flows
Collaborate with Software, Hardware, ML, and Operations teams to reduce the time to root cause and resolve issues, as well as prevent issues from happening again

What we offer

Equity participation to every full-time team member
Periodic equity refreshments based on performance
Every Eight Sleep employee receives a Pod of their own

Fulltime

Customer Experience and OTC Manager

In this vital role you are responsible for managing day-to-day customer service ...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Doctorate degree and 2 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
Master’s degree and 4 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
Bachelor’s degree and 8 years of experience in customer service, order-to-cash, supply chain, or customer experience operations within a B2B and/or B2C environment
2–4 years of people management experience, preferably in a global or shared services model
Fluent Spanish and English required
French or Portuguese proficiency is a plus
Strong experience with SAP ECC and S/4HANA, specifically within Order-to-Cash (OTC) processes

Job Responsibility

Lead and manage daily operations of assigned customer service teams, ensuring delivery of best-in-class customer experience
Drive improvements in customer satisfaction, response times, resolution quality, and service reliability
Act as a partner concern point for complex customer issues, ensuring timely resolution and root cause mitigation
Ensure consistent execution of global GCX-OTC service models, procedures, SLAs, and critical metrics across the organization
Oversee OTC activities within scope, including customer master data, order management, customer inquiries, product and distribution complaints, and dispute resolution
Ensure adherence to global OTC processes, controls, and performance standards
Maintain audit-ready documentation and adherence to controlled SOP environments
Partner closely with Finance, Accounting, Supply Chain, Quality, Compliance, Commercial, Technology/IS, and outsource partners to resolve issues and optimize workflows
Support alignment and harmonization of service processes across commercial and digital customer channels
Operational triage and issue resolution - serve as a technical liaison between business interested parties and IS teams, translating business needs into technical solutions and ensuring alignment

What we offer

Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards
Competitive benefits
Collaborative culture
Support for professional and personal growth and well-being

Fulltime

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Customer Experience (CX) Agent

Job Description

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