Advanced Customer Experience Specialist

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Full Time Draper Office HQ, Draper, UT, US

Role: Advanced Customer Experience Specialist

Level: 3+ years of experience

Team: Customer Experience

Reports To:Director, Customer Experience

Location: Hybrid on-site at the Studio McGee | Mcgee & Co. HQ in Draper, UT

Employment Type: Full-Time

Overview:

The McGee & Co. Advanced Customer Experience (CX) Specialist is a new role for the Customer Experience Team. They know the systems, policies, and how to resolve complex cases. This person is a self-starter and does not wait for direction. They are highly independent, with a strong sense of ownership - someone who operates with the depth of a process expert, the composure of a leader, and the output of the team's highest performer.

This is the person the team turns to when a situation gets complicated and the person leadership relies on. They handle what others escalated, identify what others may miss, and operate with a level of ownership and accountability that goes well beyond their ticket queue. They shape the customer journey, surface the patterns in the data, and bring those insights back into the operation as improvements - not observations.

This is a role for someone who does not need to be told what the standard should look like. They demonstrate it. They are as comfortable owning a high-stakes escalation as they are guiding a junior associate through one, and they understand that the caliber they hold themselves to becomes the expectation the team inherits. They self-direct without prompting, think critically under pressure, and take initiative before someone else has to ask.

Who We are:

Founded in 2014, Studio McGee, Inc. is one of the fastest growing home design brands in America. Our journey began with a thriving interiors business that focused on approachable, yet aspirational design. By leveraging the power of digital communities, we were able to expand our footprint in the interior design industry through an unconventional approach that connected us with our consumers.

We continued to carry that forward-thinking attitude into the launch of our retail business, McGee & Co., which anchors the operational and revenue growth of our company. Our licensing partnerships allow us to further expand our design voice beyond our own collection. From a multi-year partnership with Target to an Emmy-nominated Netflix Series and a NY Times Best-Selling book, Studio McGee's passion is to empower people to design with an approachability that enhances their daily life and elevates their every day.

Whether following us on social media or becoming part of our company, we invite you to join us on our mission to “Make Life Beautiful.”

Responsibilities:

• Serve as the team's primary point of contact for inbound escalations through all communication channels, handling complex or sensitive customer calls with composure, accuracy, and brand consistency
• Operate as the team's highest-output performer, moving through a high volume of tickets quickly, accurately, and without friction, while maintaining the quality standard others are measured against
• Support the Senior Team Lead on projects, process improvements, cross-functional initiatives, and maintenance of CX documentation, including SOPs, policy guides, and training materials
• Act as Senior Team Lead backup during periods of absence, maintaining team accountability, QA rhythm, and escalation authority
• Co-monitor, co-audit and contribute to the team's weekly QA cycle, including agent-specific coaching notes, against QA thresholds and flag patterns that require formal review
• Ident…