{"id":1381525,"url":"https://alion.io/job/studio-mcgee-advanced-customer-experience-specialist","title":"Advanced Customer Experience Specialist","company":{"id":1812698,"name":"Studio McGee","domain":"studio-mcgee.com","url":"https://alion.io/company/studio-mcgee","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Draper, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":103000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":513},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"Shopify","optional":false}],"status":"live","first_seen_at":"2026-09-22T21:56:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-14T09:59:51Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"Role: Advanced Customer Experience Specialist\nLevel: 3+ years of experience\nTeam: Customer Experience\nReports To: Director, Customer Experience\nLocation: Hybrid on-site at the Studio McGee | Mcgee & Co. HQ in Draper, UT\nEmployment Type: Full-Time\nOverview:\nThe 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.\nThis is the person the team turns to when a situation gets complicated and the person leadership relies on. They handle what others escalate, 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.\nThis 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.\nWho We are:\nFounded 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.”\nResponsibilities:\nServe 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\nOperate 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\nSupport the Senior Team Lead on projects, process improvements, cross-functional initiatives, and maintenance of CX documentation, including SOPs, policy guides, and training materials\nAct as Senior Team Lead backup during periods of absence, maintaining team accountability, QA rhythm, and escalation authority\nCo-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\nIdentify workflow inefficiencies and surface recommendations to the Director and Sr. Team Lead\nProactively surface customer feedback, recurring issues, and service gaps to team leadership; this team is expected to be a source of continuous insight, not just resolution.\nQualifications:\nDemonstrated commitment to service excellence, with experience designing customer-facing operations that reflect brand standards across both digital and in-store touchpoints.\n3+ years of customer experience or support experience, with demonstrated progression in scope or responsibility\nStrong understanding of sales principles and customer service practices.\nStrong working knowledge of CX platforms including Intercom, Shopify, and NetSuite experience strongly preferred\nExceptional organizational and communication skills, both oral and written, with proven ability to handle difficult conversations and complex escalations. Manages issue resolution independently with professionalism and composure with minimal supervision\nExperience maintaining SOPs, policy documentation, or knowledge base content\nComfort operating in AI-assisted service environments and contributing to automation quality\nExcellent written communication: clear, on-brand, and concise\nAbility to think critically, make decisions under pressure, and manage competing priorities without escalating everything upstream \nAvailability to work during major promotional periods, including holidays; our busiest customer moments align with key sales events, and this role is expected to be present for those shifts.\nBenefits:\nBeautiful office space with hybrid flexibility\nCompetitive compensation + bonuses\nComprehensive heath benefits (medical, dental, vision, hospital indemnity, accident, pet)\nPTO and paid company holidays\n401k Employer match - 100% of deferrals up to 4% of compensation \nExclusive 50% off Team Member discount at mcgeeandco.com + access to Team Member warehouse sales\nCollaborative, creative culture with room to grow\nMcGee is proud to be an equal opportunity employer - we see the beauty of celebrating our teams' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Together we Make Life Beautiful.","description_format":"text","description_chars":5793,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Design & Creative","Home Decor"],"lifecycle":[{"event":"open","at":"2026-09-28T08:35:00Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.815,"p_room":0.9,"age_days":21,"expected_fill_days":36,"reasons":["conf:2","win:mid"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/studio-mcgee-advanced-customer-experience-specialist","json_url":"https://alion.io/job/studio-mcgee-advanced-customer-experience-specialist.json","meta":{"generated_at":"2026-10-14T11:53:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14334,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1812698},"rest":"https://alion.io/mcp/rest/get_company?id=1812698"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fstudio-mcgee-advanced-customer-experience-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fstudio-mcgee-advanced-customer-experience-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fstudio-mcgee-advanced-customer-experience-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/studio-mcgee-advanced-customer-experience-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fstudio-mcgee-advanced-customer-experience-specialist"}]}