Customer Experience Lead

Department: Customer Experience

Reports to: Head of Sales & Support

Location: Scottsdale Arizona

Wise Pelican is hiring a Customer Experience Lead. We want someone who treats a customers hardest problem as their own and doesnt let go until it is actually fixed.

Youll own escalated customer issues from first reply to verified resolution: billing and subscriptions campaigns mailing lists orders and delivery design proofs account access and product bugs. Most of this work lives in our shared inboxes and internal custom built tools. Youll keep the queue honest make sure every case has an owner and a next step and turn what you learn into fixes that stop the same problem from coming back.

Wise Pelican is an innovative leader in real estate marketing solutions empowering real estate professionals with cutting-edge tools and services. As a growing company with a global workforce we foster a dynamic inclusive work environment that promotes growth innovation and collaboration.

This is a full-time onsite position located in Scottsdale Arizona.

• Own escalated customer issues from first reply to verified resolution.
  
  
• Investigate billing subscription order campaign and account problems and give customers a clear answer and a next step.
  
  
• Write escalation tickets Product and Engineering can act on and stay on them until theyre closed.
  
  
• Handle failed payments cancellations refunds credits and disputes within policy.
  
  
• Turn recurring problems into documented fixes response snippets and product feedback.

At First

• Learn the product our internal tools billing and fulfillment systems and how a postcard campaign gets from order to mailbox.
• Take over the escalation queue and clear the backlog.
• Write down the workflows that only live in peoples heads today: refunds disputes cancellations suppressions and reissued orders.

Once You Get Your Footing

• Own the escalation function end to end including the metrics that show customers are getting faster more accurate answers with our internal built tooling.
• Drive down repeat and reopened issues.
• Build backup coverage so the queue runs when youre out and coach teammates on escalation quality.

• You have 4 years in support success or customer operations and youve owned escalations not just answered tickets.
  
  
• You write clearly and warmly and you follow through.
  
  
• Youre comfortable moving between a CRM shared inboxes a billing platform and fulfillment systems.
  
  
• You use sound judgment with refunds credits disputes and customer data.
  
  
• You want to fix the root cause not just close the ticket.

• Youve supported a B2B SaaS product real estate technology direct mail or print and fulfillment.
• Youve worked in Stripe or another subscription billing platform.
• Youve led a support queue or built the playbooks a support team runs on.
• You can show us a recurring customer problem you found fixed at the source and measured.

Major Medical Insurance: Working at Wise Pelican gives you endorphins. Endorphins make you happy. And happy people just dont get sick. But if that does happen we offer major medical insurance to assist with lifes biggest nuisance.

Dental & Vision Coverage: An eye for an eye. A tooth for a tooth. Talking dental and vision insurance of course. No need for revenge when eyes and teeth are insured.

Paid Time Away: The PTA you actually want to be involved with. Employees receive three weeks of Paid Time Off sick time parental leave and seven company holidays per year.

Professional Development Stipends: Pay me what you owe me! Dont act like you forgot! WPBHMM! You to Wise Pelican about fronting the bill for your professional development needs.

401(k) at Tenure Milestone: We hope youll want to stop working here one day. This should help.

Compensation: This role is currently benchmarked between $50000 and $65000 per year. Offered compensation will be based on depth of escalation experience judgment with billing and customer data and readiness to own the queue independently.