Senior CX Associate

US or Canada /
Customer Experience /
Full-time
 Coffee Meets Bagel is on a mission to give everyone a chance at love. We believe that means not only making great matches but also empowering daters with healthy dating habits so they can date confidently. It’s this guided approach that’s sparked thousands of lasting relationships. We’ve been named one of the “Top 10 Dating Apps” by Time Magazine, and “Best App If You’re Trying to Marie Kondo Your Dating Life” by Women’s Health. Coffee Meets Bagel (CMB) is looking for a passionate, empathetic Senior Customer Experience (CX)Associate to join our Customer Experience team and help our daters succeed at love.

As a Senior CX Associate, you will be responsible for providing mentorship to a team of CX Associates, ensuring that they are providing excellent customer support to CMB daters, timely addressing their problems, and providing appropriate guidance.  You will also be responsible for handling more complicated, tier-two escalated support issues. Lastly, you will work with Team Lead on various team issues to ensure the CX team succeeds in achieving our goals. You will report directly to CX Team Lead and be a cornerstone part of our global CX team. 



Responsibilities

    • Dater Team Support:
    • Prioritize and respond to tier-two dater support issues and keep a pulse on our dater experience journey via email, social media, and app store reviews
    • Keep CX Associates up-to-date on the latest practices and policies
    • Display a calm and calculated approach to critical situations where quick response and resolution is important

    • Quality Assurance:
    • Assess service statistics including weekly team quality assurance evaluations
    • Regularly auditing and improving macros and escalation flows to ensure a timely and quality response
    • Engage with cross-functional partners to identify and resolve bugs and optimize daters' issues.
    • Maintain dater knowledge base articles and training materials 

Qualifications

    • Has at least 2 years of experience with tech, operations, or customer support 
    • Has at least 1 year of leadership/management experience
    • Advanced knowledge of CRM support tools (e.g., Zendesk, Freshdesk, Jira)
    • Proficiency with project management tools (e.g., Asana, Airtable, Trello)
    • Strong written and verbal communication skills that display confidence, authenticity, kindness, and positivity
    • Great emotional intelligence and a keen interest in helping others
    • Ability to deal with ambiguity to resolve customer inquiries
    • Resourcefulness, great problem-solving skills, and an entrepreneurial work ethic
    • Ability and willingness to work Saturdays and/or Sundays and/or evenings

Bonus!

    • Prior experience working for emergency management services or high volume/high stakes 
    • Fluency in Cantonese or Mandarin
    • Familiarity with social media platforms: Instagram, Twitter, Facebook, or Reddit