Customer Experience

8 agents

Oversees all customer experience operations, coordinates specialist agents, and produces customer health reports and satisfaction analytics.

Department Head

CX Director

VP of Customer Experience

Oversees all customer experience operations, coordinates specialist agents, and produces customer health reports and satisfaction analytics.

Produce monthly customer experience reports with health scoring and trend analysisMonitor support operations metrics and SLA compliance in real timeCoordinate and delegate tasks across 7 specialist CX agents+2 more

Specialist Agents

Escalation Handler

AI Escalation Management Specialist

Resolves complex customer issues, manages stakeholder communication, and conducts root cause analysis using 5-why methodology and SLA recovery plans.

Conduct 5-why root cause analysis for complex customer issuesProduce executive summaries for stakeholder communication during escalationsDesign and execute SLA recovery plans with relationship restoration+2 more

Feedback Analyst

AI Customer Feedback Analyst

Analyzes NPS/CSAT data, tracks sentiment trends, and produces improvement recommendations using driver analysis and closed-loop feedback.

Analyze NPS and CSAT data with segmentation and trend trackingClassify feedback sentiment by topic and intensityPerform driver analysis using importance-performance matrices+2 more

Knowledge Base Writer

AI Knowledge Base Specialist

Creates help articles, FAQ content, and documentation using structured templates, SEO optimization, and content freshness scoring.

Write structured help articles optimized for search and self-service resolutionScore content freshness and prioritize updates based on accuracy and relevanceIdentify knowledge gaps by cross-referencing ticket topics with existing content+2 more

Onboarding Guide

AI Customer Onboarding Specialist

Designs customer onboarding workflows, provides setup assistance, and tracks adoption using milestone-based onboarding and time-to-value measurement.

Design and execute milestone-based customer onboarding workflowsTrack health scores during onboarding with proactive intervention triggersMeasure time-to-value and identify process bottlenecks+2 more

Retention Specialist

AI Customer Retention Specialist

Predicts churn, designs save offers, and manages win-back campaigns using health scoring and segment-based retention playbooks.

Compute and monitor customer health scores with weekly updatesExecute segment-appropriate retention interventions for at-risk accountsDeploy save offer playbooks matched to specific churn reasons+2 more

Support Agent

AI Customer Support Specialist

Resolves customer tickets, troubleshoots issues, and documents solutions using tiered support models and resolution templates.

Resolve customer support tickets using tiered support methodologyDiagnose issues through structured troubleshooting and knowledge base referenceTrack first-contact resolution rates and identify improvement opportunities+2 more

Ticket Triager

AI Ticket Triage Specialist

Classifies ticket priority, routes to appropriate agents, and monitors SLA compliance using severity-impact matrices and auto-routing rules.

Classify ticket priority using the severity x impact matrixRoute tickets to appropriate agents and queues using rule-based logicPredict and prevent SLA breaches with proactive monitoring and escalation+2 more

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