Agent Experience Specialist; Remote

The Agent Experience Specialist works cross-functionally within Customer Support and across partnering departments to improve the overall agent experience with the direct goal of enhancing customer satisfaction. This role identifies trends, analyzes data, and recommends process and system improvements across agent tools, training, workflows, and platforms (e.g., Zendesk, Bobdesk).

This position requires strong analytical skills, collaboration, and an ability to understand frontline agent challenges, ultimately designing solutions that improve productivity, accuracy, and agent-driven KPIs such as First Contact Resolution (FCR), NPS, and Inquiry Resolved. As a member of the Customer Support team, a positive attitude and a passion for helping internal and external customers is essential.

At Bob's Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role requires analytical thinking, process optimization, cross-functional partnership, and a strong focus on enhancing the agent and customer experience.

• Trend Identification & Data Analysis
  • Reviews trends related to Customer Support KPIs to identify opportunities for operational improvement.
  • Analyzes data and makes informed recommendations to improve overall team performance.
• Process & System Optimization
  • Reviews processes and procedures to identify opportunities to improve agent experience, reduce friction, and enhance productivity.
  • Assists with process mapping and documentation of current and proposed workflows.
  • Recommends system and process enhancements to improve the agent journey (tools, training, workflows).
• Tool & Workflow Enhancement
  • Identifies, designs, and optimizes agent tools that improve productivity and KPIs such as FCR, NPS, and inquiry resolution.
  • Partners closely with training teams to ensure agents have the required knowledge, providing feedback to improve learning content and structure.
• Cross-Functional Collaboration
  • Works with Customer Support, Training, Operations, Product, and other departments to implement improvements.
  • Collaborates effectively to enhance both customer and agent experience.
• Customer & Agent Advocacy
  • Maintains a strong focus on delivering a world‑class, fun experience for both customers and internal teams.
  • Keeps the agent perspective central in recommendations and continuous improvement initiatives.

• Strong organizational skills; able to juggle multiple priorities.
• Computer literacy and comfort with technology platforms (Zendesk, Bobdesk, etc.).
• Ability to work independently with shifting priorities and deadlines.
• Detail‑oriented and committed to accuracy in documentation and workflow mapping.
• Bias for action‑comfortable wearing multiple hats and driving initiatives to completion.

At Bob's, we have fun, we love what we do, and we're growing fast! With more than 200 stores nationwide, we are committed to skills‑based hiring, career mobility, and building an inclusive environment where everyone can thrive.

• Competitive Medical, Dental, and Vision Insurance
• Generous paid time off (vacation, sick time, personal days, holidays, and your birthday!)
• 401(k) Profit Sharing Plan with a generous match
• Pet Insurance & employer‑paid Life Insurance
• Tuition reimbursement, on‑demand learning, and career development pathways
• Employee discount from Day 1 + exclusive partner discounts
• And so much more!

• Minimum 3 years of experience in a Customer Support discipline.
• High School Diploma or equivalent.
• Strong ability to prioritize, meet deadlines, and manage changing priorities.
• Excellent organizational skills and ability to manage multiple initiatives.
• Demonstrated commitment to world‑class customer and agent experience.
• Detail‑oriented with the ability to balance precision with big‑picture thinking.
• Self‑motivated and proactive.
• Ability to lift up to 30 pounds
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• Prolonged periods working on a computer.
• Ability to lift up to 30 pounds as needed for materials, equipment, or project support.
• Comfortable working in a…