Customer Experience Specialist

ziprecruiter· 500 Customer Success
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📍 Phoenix, AZ💰 USD 26+

About this role

We offer a hybrid work environment. Most US-based positions can also be performed remotely (any exceptions will be noted in the Minimum Qualifications below.)

Our Mission:

To actively connect people to their next great opportunity.  

Who We Are: 

ZipRecruiter is a leading online employment marketplace. Powered by AI-driven smart matching technology, the company actively connects millions of all-sized businesses and job seekers through innovative mobile, web, and email services, as well as through partnerships with the best job boards on the web. ZipRecruiter has the #1 rated job search app on iOS & Android.

Summary:

Responsible for assessing, improving, and maintaining the quality of our CS and T&S teams and their performance through audits. The ideal candidate will be self-motivated with strong attention to detail and an analytical mind. Also responsible for ensuring accurate and prompt evaluations, analysis, and reporting of activities according to the organization’s policies, procedures, and key performance indicators. 

 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

  1. Review the quality of work performed by customer-facing teams through live monitoring and the use of call, chat, and email recording systems and applications
  2. Maintain consistency and regularity in reviewing and scoring interactions
  3. Assist in maintaining quality initiatives by monitoring adherence to quality control policies and procedures, developing new models, and implementing changes
  4. Use the quality monitoring system to provide regular feedback to representatives, team leaders, and managers
  5. Monitor and respond to customer inquiries via online review sites
  6. Maintain professional and technical knowledge by reviewing professional publications and maintaining awareness of industry standards
  7. Assist with Special Projects, as assigned    

 

Competencies

  • Expresses ideas and information clearly
  • Problem-solves without explicit direction
  • Treats others with respect
  • Follows best practice methodology
  • Understands their area of the product

  

Work environment

Hybrid, with occasional in-office workdays 

 

Required education and experience

  • High school degree or equivalent
  • 2+ years of experience in the areas of Customer Service or Customer Success, with a focus on data analysis
  • Detail-oriented, organized, and strong time-management skills
  • Experience handling escalated customers. 

Preferred education and experience

  • Excellent written and oral communication skills
  • Coachable and receptive to feedback for continuous improvement
  • Ability to effectively communicate with various business partners and leaders 
  • Self-directed with an ability to work under minimal supervision
  • Ability to adapt quickly to change with a sense of urgency

The US base pay for this full-time position is $26.00/hr USD.

Depending on the position offered, equity, bonuses, commission, or other forms of compensation may also be provided as part of a total compensation package, in addition to a full range of medical, financial, and other benefits.

ZipRecruiter is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.

Privacy Notice: For information about ZipRecruiter's collection and processing of job applicant personal data for this job, please see our Privacy Notice at: https://www.ziprecruiter.com/careers/job-applicant-privacy-notice

Frequently Asked Questions

What is the salary for the Customer Experience Specialist role at ziprecruiter?
The listed salary for this Customer Experience Specialist position at ziprecruiter is USD 26+. This is an full-time role.
Where is the Customer Experience Specialist position at ziprecruiter located?
This Customer Experience Specialist role at ziprecruiter is based in Phoenix, AZ. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Customer Experience Specialist at ziprecruiter belong to?
This Customer Experience Specialist position is part of the 500 Customer Success department at ziprecruiter. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Experience Specialist position at ziprecruiter?
Click the "Apply Now" button on this page. You will be redirected to ziprecruiter's official application portal hosted on greenhouse where you can submit your application directly.
When was the Customer Experience Specialist job at ziprecruiter posted?
This Customer Experience Specialist position at ziprecruiter was posted on Aug 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Experience Specialist
ziprecruiter · 💰 USD 26+
Apply for this role ↗

You'll be redirected to ziprecruiter's official application page on Greenhouse.