Customer Experience Operations Specialist

Customer Experience Operations Specialist

Seattle preferred; open to candidates to work remotely on West Coast or Central time

$85,000 - $100,000 base and 10% bonus

Sniffies is a fast-growing, location-based GBTQ+ app that connects people in real time. We're building a community rooted in openness, authenticity, and self-expression, and a culture that values autonomy and trust, for our users and our team alike. We move fast, we're small, and we take supporting our community seriously.

Sniffies is growing fast, and our Customer Experience team is what keeps support sharp and consistent as we scale. As our CX Operations Specialist, you'll own our Help Center and support documentation, coordinate escalations with our moderation partner, and make sure every user gets fast, accurate, on-brand support. Partnering with Trust & Safety, Product, and Operations, you'll turn fast-moving information into clear, consistent guidance the support operation can depend on.

Parts of the role touch on sensitive situations that call for discretion and a calm, considered approach.

• Maintain and update Help Center content, support macros, and internal Customer Experience documentation to ensure accuracy and consistency
• Support day-to-day communication and coordination with our moderation partner, including handling first-touch ticket escalations and clarifying support guidance
• Write and distribute internal Customer Experience communications related to product launches, feature updates, bugs, and workflow changes
• Conduct routine QA reviews of support interactions to ensure adherence to Customer Experience standards, tone, and policy guidance
• Assist in identifying recurring support trends, user friction points, and common issue patterns through regular ticket review
• Maintain organized support operations by auditing documentation, macros, tagging consistency, and workflow accuracy
• Partner with internal stakeholders to ensure support teams have clear and up-to-date operational information

• 3+ years working in a Customer Support environment
• Strong written communication and editing skills with exceptional attention to detail
• Ability to translate complex product or operational information into clear, user-friendly language
• Organized and process-oriented with strong follow-through
• Comfortable working in fast-moving operational environments with shifting priorities
• Familiarity with Zendesk, Help Center platforms, or vendor-supported support operations is a plus
• Experience with AI support tools for Customer Support is a plus
• Curious mindset with the ability to identify trends and recurring operational issues

You'd be joining a small team at a genuine inflection point. We're investing seriously in the experience we give our millions of users, and this is the role that builds our CX operation properly, not maintaining someone else's system, but shaping how support works as we scale. Get it right, and the impact is felt by every user, every day. As the team grows, this role grows with it.

We're an equal opportunity employer and welcome applicants of every background, identity, and experience. If this role excites you but you don't tick every box, we'd still love to hear from you.