Customer Experience Specialist

NAVEX is seeking a Customer Experience Specialist to support the experience of our small and medium market customers through digital engagement, operational support, and efficient issue resolution. What you’ll get Meaningful Purpose. Your work helps organizations operate with integrity and protect their people—at a scale few companies can match. High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career. Candid, Supportive Culture. We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement. Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth. Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact. What you’ll do Respond to customer inquiries through phone, email, chat, and digital support channels, ensuring a timely and helpful response. Assist customers with questions related to onboarding, platform usage, and general product support. Ensure efficient resolution of issues impacting customer experience by coordinating with internal teams when necessary. Support digital onboarding programs and automated customer engagement campaigns designed to help customers successfully adopt NAVEX solutions. Assist with webinar coordination, customer education sessions, and training initiatives. Maintain and update help center documentation, tutorials, and knowledge base articles to support customer self-service. Promote and guide customers toward self-service resources that help them quickly resolve common questions. Monitor trends in customer inquiries, support requests, and feedback to identify common challenges across the small-market customer base. Surface recurring issues and insights to internal teams help improve products, processes, and customer resources. Coordinate internally to resolve customer challenges before they impact satisfaction or retention. Gather feedback from small-market customers to inform improvements to product functionality, digital engagement programs, and customer education resources. What you’ll bring 2+ years of experience in Customer Support, Customer Experience, Customer Success, or SaaS service roles. Strong written and verbal communication skills with the ability to support customers across digital channels. Experience supporting customers through phone, email, chat, or help desk platforms. Ability to manage multiple customer inquiries while maintaining a high level of service quality. Comfort working with digital engagement tools, help center platforms, and knowledge base systems. Strong attention to detail and ability to document and maintain accurate information. Problem-solving mindset with the ability to collaborate across teams to resolve customer issues. Comfort working in a fast-paced environment supports a high volume of customers. Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through. AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes. Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values. Our side of the deal We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way. The starting pay for this role is $33.66 per hour with 5% MBO. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status. #J-18808-Ljbffr