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Customer Service
Customer Experience Lead
@Ironarch Technology
[Hiring] Customer Experience Lead @Ironarch Technology
Mar 30, 2025 - Ironarch Technology is hiring a remote Customer Experience Lead. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
In this role, you will lead the customer experience and help desk team supporting a large-scale DevSecOps development organization, specifically around DevSecOps tools. The Customer Experience Lead will be responsible for help desk efficiency and effectiveness and the overall satisfaction of end users/customers.
- Manage the help desk
- Design and execute training plans
- Identify, monitor, and report customer experience metrics
Primary Responsibilities:
- Develop customer experience initiatives and projects to improve help desk and training program effectiveness and efficiency.
- Maintain working knowledge of supported DevSecOps tools and support resources.
- Train and guide customer-facing staff, including creating help desk workflows, knowledge base articles, and other reference guides.
- Identify and monitor customer satisfaction metrics, including response time, time to resolution, and SLA compliance.
- Design and execute training programs, guides, and other resources for supported tools.
- Motivate and coach a team.
- Escalate and resolve Tier III and IV help desk tickets.
- Support program management by reporting customer experience and help desk status in regularly scheduled deliverables.
Qualifications
- Bachelor’s degree and 5+ years of experience (Relevant years of experience may be substituted for education).
- Ability to obtain a Public Trust clearance.
Requirements
- Normal help desk hours are Monday through Friday, 8:00 AM to 8:00 PM Eastern Time; work hours will be 8:00 AM to 4:00 PM Eastern, with occasional after-hours support for Tier III and IV issues.
Preferred Qualifications
- Federal contracting experience.
Benefits
- Awarded Best Place to Work 8 times!
- Competitive compensation and market-leading bonus opportunities
- Medical, dental, and vision benefits where a significant portion of the premium is subsidized by IronArch.
- Company-provided healthcare concierge assistance to help explain your coverage in plain language; help you find, choose, and schedule quality care; and address billing, benefit, or claims concerns, potentially saving hours of your time.
- 401(k) retirement plan where the company contributes dollar for dollar up to 3 percent, and 50 cents on the dollar for the 4th and 5th percent with immediate entry and immediate vesting.
- 20 days of PTO accumulated per calendar year
- 11 paid holidays
- Bereavement, jury duty, parental (maternity/paternity/adoption), and military leaves
- Sabbatical programs
- Company-paid short- and long-term disability
- Company-paid life insurance
- Voluntary life, accidental and indemnity income replacement benefits
- Professional development reimbursement
- Health club reimbursement
- Matching donation program and annual philanthropic activities
- Pet insurance
- And more!
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 30, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
