We are building an accountable Customer Experience function, not just a support queue. We define Customer Experience as service, care, and success across the end-to-end journey, and we operate from a simple principle: Customer Success First. Always. That means using consistent guidance before concessions, seeking the right outcome rather than the fastest closure, and treating reviews as an outcome—not the goal. We communicate changes clearly, document decisions, use trusted knowledge, and surface recurring customer patterns so they can become better products, policies, self-service, training, and service design. We use approved company AI tools to improve speed and consistency, but every output must receive human review for accuracy, privacy, safety, policy, tone, and common sense. This is a full-time, hybrid position with some time required on-site in Mount Airy, Maryland. The initial schedule is Monday through Friday, 8 AM to 5 PM. Because this role is part of a three-person shared coverage model, scheduled hours may evolve to support early or weekend demand and future phone or text availability. The role requires reliable on-site attendance, sustained computer and keyboard work for most of the shift, the ability to manage several digital systems at once, and regular written communication with customers and teammates. Qualified candidates must be able to perform the essential functions of the position with or without reasonable accommodation.

Pay:

$18.00 - $21.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Work from home

Work Location:

Hybrid remote in Mount Airy, MD 21771